Financial Care Counselor

The Private Diagnostic Clinic (PDC) of Duke Health is the world-class, multi-specialty physician practice comprised of 140 clinics located throughout North Carolina. The PDC recruits the top physicians and employees and retains them by offering competitive salaries and benefits and a supportive work environment where passion and purpose connect.

To learn more about our culture, visit: https://www.youtube.com/watch?v=D4Mq59-No-k

We are seeking a FINANCIAL CARE COUNSELOR responsible for serving as the first point of contact for our patients upon arrival for appointments. This role includes participation in a variety of duties associated with daily clinic preparation process, patient identification, and patient check in/out, charge posting, cash management and patient appointment scheduling /referrals. Position also responsible for advising and assisting our patients regarding medical bills and act as a liaison between patients and their insurance companies by ensuring insurance requirements are met prior to patients’ arrival, informing patients of financial liability, arranging payment options and screening patients for government funding sources.

• You seek to deliver outstanding customer service with each and every customer encounter.
• You have excellent communication, computer and multi-tasking skills.
• You thrive in fast-paced healthcare environment and enjoy working as part of a team.

• Conduct research to ensure patient information is complete and to identify services being rendered.
• Verify and complete insurance benefit collection using current eligibility vendors or other available online tools; verify by telephone when online resources are exhausted.
• Update patient registration information when demographics, new insurance or insurance changes are identified.
• Create an estimate for identified services using the approved estimation tool.
• Populate estimated patient liability information in electronic health record into patient’s account.
• Make outbound calls to contact patients regarding estimates for upcoming visits/appointment, using the approved scripting
• Receive inbound calls from prospective patients who are price shopping and provide an estimate for potential services
• Collect estimated patient liability and provide financial counseling to include explanation of coverage/insurance benefits, how benefits relate to estimated patient liability and information on all account balances
• Provide education about financial assistance and payment options available to Duke patients
• Collect patient liabilities or indicate if patient requires follow-up at the point of service
• Document all patient conversations in electronic health record to alert staff if/when follow-up at arrival is required
• Prepare for clinic visits by reviewing next day patients and completing next day preparation activities, to include new patient charts.
• Obtain imaging reports (MRI’s, CT scans) needed for upcoming visits.
• Route and collect New Patient Forms
• Check-in patient upon arrival in the practice according to established procedures. Verify patient identification and verification in electronic health record by entering and editing information as needed.
• Present and educate patients on required forms. Obtain signatures as required by policy and procedures.
• Collect and post co-payments and balances on accounts due
• Enter charges for FMLA forms and collect the payment
• Prepare and audit encounter forms for completeness and accuracy before sending chart to the clinical staff
• Schedule imaging request as needed for all providers
• Schedule incoming and outgoing patient referrals for all providers
• Assist with prior authorization request as needed for all providers
• Initiate authorizations via government agencies and worker’s compensation carriers
• Clear assigned work que’s and in-basket messages
• Review clinic schedule (verify that appointments are scheduled appropriately to include, authorizations, referrals, etc.)
• Attend educational sessions as scheduled 27. Answer multi-line phone and route messages accordingly

• Work requires knowledge of basic grammar and mathematical principles normally required through a high school education, with some postsecondary education and additional training preferred.
• Two years of experience working in a healthcare setting or billing and collections; or an Associate's degree in a healthcare related field and one year of experience working with the public; or a Bachelor's degree and one year of experience working with the public.

• Ability to communicate professionally, in both verbal and written communication
• Basic PC and data entry skills
• Knowledge of medical terminology
• Ability to organize and prioritize work and work effectively under stressful situations

The PDC aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values