Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether it’s by providing care in our facilities, training the next generation of health care professionals, or serving others through international outreach.

This position, under the direction of the Network Point of Service Collection and Financial Service Manager and is responsible for providing exceptional “Best Practice” patient financial services with kind consideration to patient concerns while committed to identify a financial solution to meet the patient’s needs; payment arrangements, Medicaid application direction, Hospital Care Assurance Program (HCAP), KHN/KPN Financial Assistance Program and review financial applications, documentation in Epic, On Base, Mail, Fax or email to determine eligibility for financial assistance. Adjust accounts per program guidelines and inform patient of additional information needed or final approval. Supports Point of Service Collection processes and is resource providing financial service training for the Network including registration, pre-registration, pre-service and other areas located in but not limited to in Patient Access Departments and Kettering Physician Network.

Responsibilities:

1. Reviews patient Work queues assigned for Self-Pay and Insured Patients who may qualify for financial assistance, financial dialogue regarding payment options including Medicaid, Hospital Care Assurance Program (HCAP) and KHN/KPN Financial Assistance Programs screening.
2. Monitor Medicaid Pending Number email; respond upon request for a Medicaid pending number and forward to Vendor to complete.
3. Provide patients with financial solutions, payment plan, completing the financial assistance application, explain application requirements such as proof of income requirements and timeframe in which to return requested documents.
4. Maintain communication with patients in person, by email, mail and or by telephone.
5. Update and correct Epic registration to appropriate financial assistance program per eligibility, Income and family size (FPL) in EPIC
6. Adjust discounted rate per financial assistance guidelines
7. Face to face meeting with patient in person onsite or skype at hospital facilities as needed per team rotation schedule
8. Answer calls promptly as received through the Financial Counselor Service Line
9. Maintain and monitor Financial Counselor shared email to respond within 24 hours of receipt
10. Review and sort financial counselor mail; applications and POI received and stored in On Base Tool for review
11. Meets KHN as well as Industry Standards for accuracy of Pre-Registrations and Financial Clearance Standards.
12. Provide financial assistance and POSC education; patients, Case Managers, physicians’ offices, ancillary department staff, Medicaid Eligibility staff, PFS staff, and PAS staff in a polite, respectful, and professional manner.
13. Demonstrates that communication on an intra and interdepartmental basis is positive.
14. Demonstrates complete understanding of the Registration process
15. Provide patient estimates per request utilizing estimator software to acquire co-insurance, co-pay and deductible amount due at time of service.
16. Utilizes Medical Necessity software and Passport (RTE) to check for Medical Necessity and Insurance Eligibility plus benefits.
17. Maintains knowledge of Financial Counselor Dress code and maintains compliance with the policy.
18. Knows and uses Standards of Behavior in all internal and external communication and interaction.
19. Understanding of general safety, fire safety, equipment management, hazardous materials, right-to-know, disaster plan, universal precautions and infection control
20. Assist the POSC Coordinator and Manager, plus the Network Director and Executive Director in all other duties assigned or directed.
21. Keep Coordinator and Manager informed of issues relating to the overall efficiency and wellbeing of the department.

Requirements:

• High school diploma or equivalent required
• College degree preferred in finance or healthcare field or any related field of study
• Previous 2 years of registration/call center experience required
• Excellent written and oral communication skills
• One or more years of customer service experience required
• Demonstrated competency in working in teams and ability to effectively communicate with all levels
• Proficient in using computer software; i.e. EPIC, Excel, Microsoft Word and email.
• Ability to function in high paced often stressful environment and/or circumstances while maintaining a respectful, caring and professional manner
• Proficient in phone skills, and customer service knowledge
• Minimum travel required

REPORTS TO:  Network POSC/Financial Service Manager and Network Director