Financial Counselor - Chandler, AZ

$1500 Sign-On Bonus for External Candidates

Healthcare isn't just changing. It's growing more complex every day. ICD - 10 Coding replaces ICD - 9. Affordable Care adds new challenges and financial constraints. Where does it all lead? Hospitals and Healthcare organizations continue to adapt, and we are vital part of their evolution. And that's what fueled these exciting new opportunities.

Who are we? Optum360. We're a dynamic new partnership formed by Dignity Health and Optum to combine our unique expertise. As part of the growing family of UnitedHealth Group, we'll leverage our compassion, our talent, our resources, and experience to bring financial clarity and a full suite of Revenue Management services to Healthcare Providers, nationwide.

If you're looking for a better place to use your passion, your ideas, and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work. SM

Employing excellent customer service skills, the Financial Counselor is responsible for ensuring a positive patient experience throughout the registration process. Primary duties include determining and collecting patient financial liability and assisting patients with past and present billing questions. Adheres to organization policies for the resolution of patient financial liability and various payment options.

This position is full-time (40 hours/week) Monday - Friday. Employee schedule will be 8:30am - 5:00pm. It may be necessary, given the business need, to work occasional overtime. Our office is located at 1955 Frye Road, Chandler, AZ, 85224.

Primary Responsibilities:

• Identifies outstanding deductibles, copayments, coinsurance, and policy limitations, and advises patient and collects amount due at or before the time of service.
• Identifies any outstanding balance due from previous visits, notifies patient during the financial clearance process and requests patient payment.
• Sets up payment plans for patients who cannot pay their entire current copayment and/or past balance in one payment.
• Explains the Payment and Billing Assistance Program to all patients regardless of financial concerns or limitations.
• Interviews self-pay patients to identify potential eligibility for government aid and/or other payer sources, including Medicaid presumptive eligibility. Follows appropriate policy and/or refers to eligibility vendor.
• Understands and follows the "Delay/Defer" policy and escalates accounts that do not meet financial clearance requirements to Patient Registration leadership immediately.
• For patients who qualify, offers a flat rate discount based on estimated charges, percent of reimbursement, and/or hospital specific policy and procedure.
• Thoroughly and accurately documents the conversation with the patient regarding financial liabilities, agreement to pay and/or payment assistance.
• Clarifies division of financial responsibility if payment for services is split between a medical group and an insurance company. Ensures this information is clearly documented in the ADT system.
• Responsible for reviewing assigned accounts to ensure accuracy, and to ensure require documentation is obtained and complete.
• Provides financial clearance services to self-pay patients prior to discharge or within 24 business hours.
• Provides on-site customer service assistance for walk-in patients with billing-related questions.
• Provides information to hospital personnel who are seeking answers to financial concerns on their patient's behalf.
• When needed, works closely with Case Management/Utilization Review in ensuring services are appropriate for level of care provided (inpatient vs. outpatient and vice versa). Acts as resource to other hospital departments regarding insurance benefits and requirements and collaborates with other departments, as needed, to ensure proper compliance with third party payer requirements.
• Maintains up-to-date knowledge of specific registration requirements for all areas, including but not limited to: Main Admitting, OP Registration, ED Registration, Maternity units.
• Assists Registration in meeting CMS billing requirements for the completion of the issuance of the Important Message from Medicare, issuance of the Observation Notice, and other requirements applicable and documenting completion within the hospital's information system for regulatory compliance and audit purposes.
• Understands and follows the Cashier policy and procedures.
• When collecting patient payments, follows policy and procedure regarding applying payment to the patient's account and providing a receipt for payment.
• Properly handles credit card transactions in accordance with PCI-DSS standards and guidelines. Will have access to both single card transactions as well as access to data from multiple transactions or reports and files containing bulk transactional information containing un-encrypted or un-redacted credit card information.
• The above statements reflect the general details considered necessary to describe the essential functions of the job as identified, and shall not be considered as a detailed description of all work requirements that may be inherent in the position

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma / GED (or higher)
• 1+ years of registration experience in a Hospital Patient Registration Department
• 1+ years of Customer Service experience
• Understanding of insurance benefits policies and procedures
• Knowledge of ICD-10 and CPT terminology
• Knowledge of Medical Terminology
• Previous experience in requesting and processing financial payments
• Previous experience working with Microsoft Office products including Microsoft Word (create and edit correspondence), Microsoft Excel (ability to create, edit, and sort spreadsheets, basic analytical formulas (VLOOKUP, if), and Microsoft Outlook (email and calendar management)
• Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state, and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance.

Preferred Qualifications:

• Bilingual fluency in English and Spanish

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible.

Careers with Optum360. At Optum360, we're on the forefront of health care innovation. With health care costs and compliance pressures increasing every day, our employees are committed to making the financial side more efficient, transferable and sustainable for everyone. We're part of the Optum and UnitedHealth Group family of companies, making us part of a global effort to improve lives through better health care. In other words, it's a great time to be part of the Optum360 team. Take a closer look now and discover why a career here could be the start to doing your life's best work. SM

**PLEASE NOTE** The sign on bonus is only available to external candidates. Candidates who are currently working for a UnitedHealth Group, UnitedHealthcare or related entity in a full time, part time, or per diem basis ("Internal Candidates") are not eligible to receive a sign on bonus.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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