Job Information
Stanford Health Care Financial Counselor Lead in Palo Alto, California
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Rotating - 08 Hour (United States of America)
This is a Stanford Health Care job.
A Brief Overview
The Financial Counselor Coordinator is responsible for screening uninsured and underinsured patients at bedside and prior to or post services to identify government or charity programs to cover medical expenses. Information is gathered through a patient financial interview which includes a review of hospital charges, the patient's insurance status and financial resources and may include the completion of appropriate applications and diligent follow up for approval.
Locations
Stanford Health Care
What you will do
Coordinates and balances the workload of the team based on demand, skills and capacity; assigns work tasks, cases to Financial Counselors
Serves as the subject matter expert of the team; responsible for identifying training needs among the Financial Counseling staff, completing or arranging the training as appropriate.
Provides feedback to the Financial Counseling manager regarding Financial Counselors skill progression, performance and areas of improvement; coaches staff to encourage top performance.
Applies customer service and health care coverage experience to assist a broad range of clients, patients and families as it relates to financial counseling activities.
Handles all patient interactions with a high level of understanding, empathy and compassion for their financial needs; Finds solutions to help address these needs in accordance with Stanford Health Care policies and procedures.
Determines financial clearance for a patient's visit or referral (pre-service or at time of service). Checks eligibility and benefits, determines authorization requirements have been met.
Serves as first escalation point for "at risk" cases that have not been financially cleared/secured prior to service. Clears moderate risk cases, escalates high-risk cases to manager. Serves as an escalation point for patient contact regarding steps required to clear their appointment for services including collecting any deposit for the patient’s financial responsibilities.
Quickly and accurately estimates a patient's out of pocket costs and prepares documents to present to the patient for payment. Assures secure handling and accurate recording of payments collected from patients.
Assists manager in the reconciliation and preparation of daily deposits.
Applies strong problem solving skills to help address the concerns and needs of the patients that the Financial Counselors serve and to the Financial Counseling team. Applies expert experience to assist other team members in addressing exceptions or challenging case problems.
Identifies opportunities to use problem cases for ongoing team training; prepares "case study" materials and maintains content in Financial Counseling reference materials. Proposes policy/procedural changes to Financial Counseling Manager.
Effectively communicates, both orally and in writing, to a variety of individuals including: patients, case workers, social workers, hospital directors and executives while maintaining utmost professionalism.
Maintains professional communication with various PFC and PAS staff, medical center staff, physicians, guests, and patients regarding the services rendered at Stanford Health Care. Communication may consist of telephone correspondence or in person contact.
Serves as a key communication contact with PFC, PAS, and medical center staff leadership.
Monitors team and individual productivity goals and standards while following planned priorities as set by the Team Manager.
Performs C-I-CARE rounding/observations for team
Oversees the preparation of High-Risk Review meetings.
Assists manager in the preparation and planning for staff monthly schedule for the teams which they are responsible.
Performs other duties and responsibilities as assigned by the unit team manager or other PFC management personnel.
Education Qualifications
- High school diploma or GED equivalent.
Experience Qualifications
- A minimum of 5 years of progressively responsible experience in a hospital or clinic financial counseling role.
Required Knowledge, Skills and Abilities
Language: Bilingual preferred (English and Spanish).
Technology & Applications:o Demonstrates proficiency as applicable with Epic, insurance websites, POS payment systems, web-based screening tools.o Knowledge and understanding of Microsoft applications (Word, Excel, Powerpoint).
Industry Knowledge:o Strong knowledge of eligibility and enrollment requirements for Medicare, Medi-Cal, Workers Comp, Managed Care (HMO, PPO, POS, etc ), Children's Health Programs (CCS, GHPP, Healthy Families, etc ).o Experience resolving issues in financial reimbursement billing, utilization management and government programs.
Skills/Abilitieso Prior experience calculating, communicating and educating patient’s on their financial responsibilitieso Must be able to function in a dynamic environment with excellent critical thinking skills and possess the ability to appropriately handle complexity and stress within the changing needs of the patients, families and the health system.o Demonstrated communication, customer relations, and organizational skills.o Ability to multi-task with attention to detail.o Ability to complete work efficiently and problem solve independently.o Ability to foster a team environment.o Ability to coach staff for performance improvement.
Licenses and Certifications
- None
These principles apply to ALL employees:
SHC Commitment to Providing an Exceptional Patient & Family Experience
Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.
You will do this by executing against our three experience pillars, from the patient and family’s perspective:
Know Me: Anticipate my needs and status to deliver effective care
Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
Coordinate for Me: Own the complexity of my care through coordination
Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.
Base Pay Scale: Generally starting at $38.06 - $42.85 per hour
The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.
At Stanford Health Care, we seek to provide patients with the very best in diagnosis and treatment, with outstanding quality, compassion and coordination. With an unmatched track record of scientific discovery, technological innovation and translational medicine, Stanford Medicine physicians are pioneering leading edge therapies today that will change the way health care is delivered tomorrow.
As part of our spirit of discovery, we also leverage our deep relationships with luminary Silicon Valley companies to develop new ways to deliver preeminent patient care.
Learn about our awards (https://stanfordhealthcare.org/about-us/awards.html) and significant events (https://stanfordhealthcare.org/about-us/our-history.html) .