Financial Services Associate (Financial Counseling)

We have an exciting opportunity to join our team as a Financial Services Associate.

In this role, the successful candidate is part of the Financial Counseling team, the Financial Services Associate supports administrative and operational functions that ensure accurate patient account management and an exceptional patient experience. This role serves as a key contact for patient and staff inquiries, ensuring timely routing, clear communication, and adherence to departmental and organizational standards.

Job Responsibilities:

ORGANIZATIONAL AWARENESS, GOALS & OBJECTIVES
Demonstrates understanding of NYU Langone Health and Financial Counseling policies, procedures, and service standards.
Maintains compliance with HIPAA and all applicable regulatory requirements when handling patient information.
Supports Financial Counseling initiatives related to patient access, financial assistance, and insurance accuracy.
Adapts to workflow changes and evolving departmental needs while maintaining service quality.
Maintains awareness of the impact of decisions and actions on departmental finances and operations.
Performs additional duties as assigned to support team and organizational goals.
DAILY OPERATIONS & ADMINISTRATIVE SUPPORT
Sorts, scans, organizes, and distributes incoming mail, email, and faxes to Financial Counselors and appropriate teams.
Prepares, organizes, and routes documents needed for financial counseling, insurance verification, and financial assistance applications.
Assists with administrative tasks such as preparing documents/forms, obtaining required signatures, and tracking follow-up items.
Supports communication between Financial Counselors, Patient Access, and Patient Financial Services by ensuring timely and accurate routing of information.
Ensures all correspondence and documentation are handled promptly and professionally.
Supports the collection and organization of patient and departmental documentation.
Maintains tracking tools to support workflow management and follow-up.
Conducts outreach to obtain or clarify required information.
Assists with coordinating daily departmental activities and schedules.
Provides general administrative support for meetings, trainings, and audit preparation.
CUSTOMER SERVICE & COMMUNICATION
Answers patient, family, provider, and internal staff inquiries promptly, courteously, and professionally.
Routes inquiries to the appropriate Financial Counselor or department based on patient need.
Provides general information to patients regarding documentation requirements, billing correspondence, and next steps in financial counseling workflows.
Demonstrates empathy, professionalism, and respect in all interactions with patients and colleagues.
Escalates complex questions or patient concerns to Financial Counselors or leadership as appropriate.
JUDGMENT, DECISION-MAKING & INITIATIVE
Exercises sound judgment in prioritizing tasks, handling confidential information, and determining appropriate routing for inquiries and documents.
Identifies issues or missing information and proactively alerts Financial Counselors or supervisors.
Anticipates workflow needs and takes initiative to maintain smooth daily operations.
Offers suggestions for improving administrative processes, data accuracy, and communication workflows.
Maintains a neat, organized, and professional work environment.
Seeks opportunities to expand knowledge and strengthen skills relevant to revenue cycle and financial counseling operations.
DATA MANAGEMENT & RECORDKEEPING
Maintains accurate and up-to-date documentation, logs, and electronic records in accordance with departmental procedures.
Ensures timely scanning, imaging, indexing, and archiving of documents such as EOBs, correspondence, financial applications, and patient financial information.
Reviews records for accuracy, resolves discrepancies, and ensures documentation completeness prior to Counselor review.
Prepares requested data accurately and within required timeframes for audits, reporting, or departmental review.
Establishes and maintains organized filing systems that allow for efficient retrieval of patient and departmental records.
Ensures compliance with medical center, federal, state, and regulatory retention standards.
RESOURCE & SUPPLY MANAGEMENT
Monitors and maintains office supply inventory for Financial Counseling across assigned locations.
Processes supply orders, tracks usage, and identifies opportunities for cost-effective resource management.
Ensures administrative tools and materials are available to support Financial Counselors and departmental workflows.
TEAMWORK & COLLABORATION
Works collaboratively with Financial Counselors, Patient Access, Patient Financial Services, and other departments to ensure coordinated patient financial support.
Provides assistance to colleagues during peak times or staffing shortages.
Maintains positive working relationships with internal and external partners, promoting effective communication and teamwork.
Supports Financial Counselors in preparing for patient consultations, assessments, and outreach activities.
QUALITY & COMPLIANCE
Ensures all patient information entered into systems meets accuracy and compliance standards.
Supports quality improvement initiatives aimed at enhancing operational efficiency, documentation accuracy, and patient experience.
Ensures compliance with all NYU Langone Health, CMS, and regulatory documentation standards.
Monitors document and data quality to help ensure accurate financial assessments and timely billing processes.
Follows established guidelines for audit preparation and timely submission of requested materials.

Additional Duties as assigned

Minimum Qualifications:
To qualify you must have a Associate's Degree with 2-3 years of relevant healthcare or revenue cycle experience, or an equivalent combination of education and experience.
Excellent communication (oral and written), interpersonal, and organizational skills.
Ability to work independently and maintain functional relationships with personnel at all levels.
Proficiency in Microsoft Office (Word, Excel, Outlook) and ability to use data reporting tools.

Preferred Qualifications:
Knowledge of Medicaid, ACA Marketplace, and financial assistance programs.
Experience using Epic and related patient accounting systems.

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.

At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it's developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.

NYU Langone Health is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment.