Senior Financial Counselor - Lindner Center of HOPE - Full Time, Days

Job Description

The Senior Financial Counselor serves as the primary contact for patients and families regarding financial assistance, insurance coverage and pre service payment. This position is responsible for the process of admitting new inpatients to the facility during the business day. This position is responsible for conducting financial interviews with patients, residential patients, and any outpatients. The Financial Counselor works with health insurance providers to determine coverage and benefit limits and provides information regarding hospital payment options, and financial assistance programs completing the necessary forms and applications in accordance with hospital policies .


  1. In connection with the registration manager, work with Intake/ARC, outpatient registration, residential admissions and utilization review departments to ensure there is sufficient coverage for addressing benefit verification and authorization, helping hands applications, financial assistance applications and other insurance related questions both within internal staff and externally with patients.
  2. Assist with workflow distribution for financial counselors to ensure all areas are covered.
  3. Discuss benefit information in detail with patient or financially responsible party. Collects deductible, co- pay and/or self-pay liabilities from patients when applicable.
  4. Assesses the patient's need for financial assistance during the admission process or at a time prior to the patient's discharge.
  5. Determines patient eligibility for Charity care for inpatient/outpatient level of care. Completes reviews and approves the charity application in accordance with the LCOH charity care policies. Obtains the final approval of the application from the CFO/CMO prior to notification to the patient or family. Determines when renewal of charity applications need completed.
  6. Work with the Registration Manager determine appropriate productivity metrics to assess performance of financial counselors.
  7. Ensure the financial counseling team performs in accordance with service level agreements to its various customers. Address any issues and process improvements in a timely manner.
  8. In connection with the Registration Manager provide oversight, mentoring and training to financial counselors and serve as liaison for department with the various intake areas.
  9. Monitor financial counseling work ques in EPIC for currency.
  10. Serve as the initial contact for determining out of network benefits and obtaining information for potential single case agreements or reimbursement. Work with the CFO to determine feasibility of single case agreements.
  11. Provide feedback on financial assistance policy changes. Communicate and train on such changes.
  12. Demonstrate poise and compassion when handling patient financial situations and consider all possibilities to provide the patient with the most appropriate options for their situation.
  13. Performs all other duties as assigned.


  1. High school diploma required, Bachelor's Degree preferred.
  2. Previous healthcare and/or insurance background with at least 7 years' experience. Experience working in mental health setting preferred.
  3. Experience as a financial counselor conducting face to face interviews with Collections and/or Medical Billing experience required
  4. Advanced knowledge insurance payors/plans
  5. Working knowledge of Federal and State insurance regulations and payer regulations
  6. Excellent communication (oral and written), interpersonal, customer service and math skills along with a high degree of confidentiality are required.
  7. Strong computer skills including Excel and Word. EPIC experience preferred
  8. Analytical and problem solving skills with a strong attention to detail required
  9. Proficient EPIC Registration audits, benefit and authorization collection
  10. Proficient with all LCOH service levels
  11. Ability to excel in an atmosphere that is fluid and constantly changing
  12. Ability to enthusiastically follow and model the Lindner Center of HOPE mission, vision and values.

Physical Requirements:

The physical demands of this position are consistent with those performed in a normal office environment, including occasional lifting, carrying, pushing or pulling, and sufficient manual dexterity to operate standard office equipment and ability to use to use a computer. Must be able to easily move throughout the building.