About the position
McKesson is seeking a Patient Financial Counselor II who will play a crucial role in maintaining effective communication between patients, infusion site nurses, financial assistance programs, practice organizations, and other departments as needed. This position is vital in ensuring that patients receive the financial support they need to manage their infusion therapy costs. The ideal candidate will possess excellent written and verbal communication skills, advanced computer literacy, and the ability to perform basic mathematical calculations. The role requires multitasking in a fast-paced work environment, where the counselor will be responsible for researching and securing available financial assistance programs to assist patients. In this position, the Patient Financial Counselor will work closely with patients to ensure they understand their medical insurance benefits, collect patient financial responsibilities, and provide financial counseling as needed. The counselor will be expected to provide best-in-class customer service through various communication channels, including phone, email, and in-person interactions. They will handle outbound calls to collect on self-pay accounts and maintain a high level of customer satisfaction by providing timely, accurate, and efficient solutions. The counselor will also need to maintain knowledge of each financial assistance program, including their qualifying guidelines and criteria, and effectively communicate these requirements to patients. Screening patients for eligibility and assisting them in applying for pharmaceutical or charitable drug assistance will be part of the role. Additionally, the counselor will manage their work queue to meet department standards for productivity and quality, perform follow-up activities on all accounts to ensure prompt payment, and negotiate payment plans on patient balance accounts. Daily communication with professional medical personnel will be necessary to carry out program operations, and the counselor must respond quickly to any issues or concerns from customers and patients while maintaining compliance with PHI and HIPAA regulations.
Responsibilities
- Provide best in class customer service by phone, email, and in person.
- Return messages and handle outbound calls to collect on self-pay accounts.
- Maintain a high level of customer satisfaction by providing timely, accurate, and efficient solutions.
- Maintain knowledge of each financial assistance program and their current qualifying guidelines and criteria.
- Screen patients for eligibility and assist in applying for pharmaceutical or charitable drug assistance.
- Identify and secure patient funding through various financial assistance programs, foundations, and payment plan options.
- Explain medical insurance benefits to patients as it relates to their estimated financial responsibility for infusion therapy services.
- Manage work queue to department standards for productivity and quality.
- Perform follow-up activities on all accounts to ensure prompt payment.
- Negotiate payment plans on Patient Balance accounts utilizing established policies.
- Communicate daily with professional medical personnel to carry out program operations.
- Respond quickly to issues or concerns from customers and patients.
- Maintain PHI and HIPAA compliance.
- Perform other job-related duties as assigned by Management.
Requirements
- 3+ years relevant experience in Healthcare required.
- Experience with patient advocacy, pharmacy or patient assistance programs preferred.
- Strong understanding of confidentiality of patient records and HIPAA compliance.
- Excellent and effective business communication skills both verbally and in writing.
- Ability to manage multiple, concurrent priorities, strong time management and prioritization skills.
- Demonstrate an understanding of reimbursement practices including government programs (Medicare, Medicaid), commercial programs, and how these payers coordinate benefits.
- Excellent personal computing skills and a working knowledge of MS Office software.
- Exceptional organizational skills and attention to detail.
Nice-to-haves
- Knowledge of Medicaid, 3rd party insurance and other external foundations or funding programs for reimbursements a plus.
Benefits
- Competitive compensation package including base pay and potential bonuses.
- Annual bonus or long-term incentive opportunities may be offered.
- Equal employment opportunities in a diverse and inclusive environment.
