• Patient Account Specialist, Financial Counselor

    Job ID 2019-34405
    Area of Interest
    Insurance Processing
    Location Name
    Roosevelt Commons
    FTE/Hours per pay period
    1.0 FTE (80 hours per bi-weekly pay periods)
    Work Status
    Regular
    Department
    Insurance Processing
    Shift
    Day Shift
    Primary Location : City
    Seattle
    Primary Location : State/Province
    WA
  • About Us

    Hope. Care. Cure. These three simple words capture what we do at Seattle Children’s –- to help every child live the healthiest and most fulfilling life possible. Are you ready to engage with a mission-driven organization that is life-changing to many, and touches the hearts of all? #HOPECARECURE

     

     - Patient Account Specialist, Financial Counselor -

     

    Our founding promise to the community is as valid today as it was over a century ago: we will care for all children in our region, regardless of the families’ ability to pay. Together, we deliver superior patient care, advance new discoveries and treatments through pediatric research, and serve as the pediatric and adolescent, academic medical center for Washington, Alaska, Montana and Idaho – the largest region of any children’s hospital in the country.

     

    In 2019, U.S. News & World Report once again ranked Seattle Children’s among the nation's best children's hospitals – for the 27th year in a row. We received national rankings in all 10 specialty areas evaluated by U.S. News & World Report, and are honored to be the only pediatric medical center in Washington to be ranked.

     

    As a Magnet designated institution, and classified among America’s best large employers by Forbes, we recognize the importance of hiring and developing great talent to provide best-in-class care to the patients and families we serve. Our organizational DNA takes form in our core values: Compassion, Excellence, Integrity, Collaboration, Equity and Innovation. Whether it’s delivering frontline care to our patients in a kind and caring manner, practicing the highest standards of quality and safety, or being relentlessly curious as we work towards eradicating childhood diseases, these values are the fabric of our culture and community. The future starts here.

    Overview

    Provide financial assistance and counseling to families to aid in resolving patient account balances. Offer financial assistance to families and provide administrative support to the department.

     

    What you'll do: 


    Research and resolve all outstanding self-pay balances:
    - Initiate contact with families and provide counseling regarding their patient account balances (based on Children’s statement process and work queue settings).
    - Proactively manages all assigned work queues to ensure volumes and productivity are maintained at a level that support working 35-40 accounts per day.
    - Follow-up work queue is managed as a priority and the documentation on the accounts in the work queue is current and thorough.
    - Documentation on patient accounts is thorough, noting the following information: who he/she talked with, results of conversation and plan of action for further account resolution.
    - Update patient demographic information based on information provided from families.


    Provide customer service to patient families who inquire about their self-pay balances and to Children’s employees as requested:
    - Follow up to patient inquiries is completed within one business day, as determined by observation and feedback.
    - Work cooperatively with internal customers to reply timely to their inquiries.
    - Responds to incoming mail, other than Financial Assistance Applications, within two business days as determined by observation and feedback.


    Administer financial assistance in accordance with Children’s Charity Care Policy:
    - Review, approval and communication about eligibility for Financial Assistance meet Hospital policy and procedures as determined by observation and feedback.
    - Applications are processed within 14 days of receipt, based on Supervisor’s review of incoming applications file. All accounts are thoroughly documented.
    - Patients eligible for Financial Assistance are identified and the appropriate adjustment code is taken to resolve the balance.


    Coordinate billing, refunds and data reconciliation of Institutional, Research, Purchase Services, and Reference Lab invoices:
    - Resolution of credits is completed and documented timely and accurately per observation and feedback.
    - Research invoices are mailed as appropriate and written off within 5 working days from receipt as noted by observation and feedback. Charge corrections are processed as instructed within 48 hours of receipt.


    Processes unclaimed property adjustments:
    - After overpayments that cannot be refunded are identified by Business Services staff, the credit balance is adjusted off using the appropriate unclaimed property adjustment code and the account is documented.

     

    Requirements

    Required Education/Experience:
    - High school graduate or equivalent
    - Minimum one year of customer service experience
    - Minimum 1-2 years A/R experience in follow-up function.
    - Minimum two years of patient account experience.
    - Minimum two years of computer experience in Windows environment.
    Or, completion of the Seattle Children's Revenue Cycle Coordinator program.

    Preferred:
    - Good command of the English language.
    - Two years of hospital collection experience.
    - Two years of patient account experience, such as billing or follow up.
    - Experience with a multi-line phone environment.

    Our Commitment to Diversity

    Our community welcomes diverse experiences, backgrounds, and thoughts as this is what drives our spirit of inquiry and allows us to better connect with our increasingly diverse patients and families. Our organization recruits, employs, trains, compensates, and promotes without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

     

    The people who work at Seattle Children’s are members of a community that seeks to respect and celebrate all the qualities that make each of us unique. Each of us is empowered to be ourselves within this community, which cultivates and promotes equity, diversity, and inclusion at all levels.

     

    Seattle Children’s is proud to be an Equal Opportunity Workplace and Affirmative Action Employer.

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