Financial Counselor

Financial Counselor

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits : from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

The Financial Counselor reflects the mission, vision, and values of NM, adheres to the organization's Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

Responsibilities :

• Consistently practices Patients First philosophy and adheres to high standards of customer service. This includes setting an example to peers, coworkers, etc. by fostering a team atmosphere.
• Responds to questions and concerns.
• Forwards, directs and notifies Team Lead or Operations Coordinator of extraordinary issues as necessary.
• Maintains patient confidentiality per HIPAA regulations.
• Provides exceptional customer service to consumers which establish a positive first impression of Northwestern Medicine.
• Exceed all consumer requests and alert management of issues or concerns that require escalation.
• Identifies and works to minimize potential financial risk of patient accounts through financial reports, systems information or direct contact.
• Identifies and counsels financially unsecured patients regarding payment options or financial assistance programs based on department policies and procedures.
• Assists patients with completing financial assessment applications, makes eligibility determinations, and promptly notifies patients of outcome.
• Requests and collects patient deposits for self-pay patients receiving future services.
• Works closely with Facility MANG Representatives, Insurance Verification Team, Case Management, Central Scheduling, Ambulatory Registration, Admitting and Registration Departments, and Physician Practices to expedite prompt and appropriate resolution of patient accounts.
• Identifies patients with potential insurance coverage issues, including but not limited to limited coverage, and lack of in-network status.
• Follows department policies and procedures in regards to soliciting financial deposits, identification of in-network providers for out-of-network patients, and communication back to clinical team(s) and / or patient.
• Provides walk-in availability for patients with financial concerns, facilitates payment arrangements including those for Package programs, and accepts payments as necessary.
• Handles phone calls pertaining to aforementioned scope and provides price estimates as appropriate for the type of service requested.
• Adheres to all financial counseling and collection guidelines as established by Northwestern Memorial HealthCare.
• May conduct in-person interviews of patients receiving care while the patient is on-site.
• Performs telephone follow-up with unsecured patients who were not interviewed during their visit.
• Upon identification, Financial Counselor communicates with unsecured patients with identified patient liabilities.
• Complies with and meets all provisions of 501R Regulations, Fair Billing Act, and Hospital Uninsured Discount Program.
• Other duties as assigned.
• Communication and Collaboration :

Reports on activities, issues, and any action items to management and staff.

Documents all patient interactions in Billing System.

Meets and / or exceeds departmental, divisional, and institutional goals.

AA / EOE

Required :

Preferred :

Northwestern Medicine is an affirmative action / equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events.