Title: Financial Counselor
Department: Financial Counseling - LC
Requisition #: 213275
Shift: Monday through Friday 8:30am to 5:00pm
Location: Leominster Campus
UMass Memorial HealthAlliance-Clinton Hospital is part of the
UMass Memorial Health Care system. Serving northern central
Massachusetts, we are committed to improving the health of people
through excellence in care and comprehensive health services.
Promoting healthy lifestyle habits, we serve as a role model by
having a tobacco and smoke free campus and hiring nicotine free
employees. By exploring careers with us, you are committed to
giving your best to our patients, our community and everyone
working on our HealthAlliance-Clinton Hospital Care Team. Whatever
your career choice, know that at HealthAlliance-Clinton Hospital
you can make a difference.
Under the general direction of the Financial Counseling
Supervisor/Manager and/or Financial Clearance Director, provides
guidance and assistance to patients, various internal UMass staff,
physician offices and third party vendors regarding financial
The Financial Counselor is charged with the responsibility of
interacting with patients, the community and outside agencies in a
professional manner in keeping with the Mission and Vision of
Performs a variety of duties to ensure that reimbursement is
obtained for medical services provided to the uninsured, and
underinsured patient population.
Interviews, screens, counsels and orients the appropriate
patient population and members of the community, in a variety of
settings on multiple campuses, regarding available financial
Processes all necessary paperwork and follow-up for appropriate
programs according to state, federal and hospital regulations and
Obtains appropriate confidential and medical information to
establish eligibility for various financial assistance
Facilitates patient understanding of health access options
including but not limited to: eligibility rules, coverage types,
products and plans available through MassHealth, the Health
Connector, Medicaid Managed Care, and the Health Safety Net
Completes all Medical and Financial Assistance applications
according to regulatory requirements, obtaining all verification
for medical assistance and Financial Assistance as required by
governmental regulations and guidelines.
Reviews reports and work queues to identify
uninsured/under-insured patients/families (inpatient, outpatient,
surgical day, psychiatric in patients, psychiatric outpatients,
etc.) for the purpose of screening for assistance programs and
upgrades to a richer benefit program.
Utilizes multiple software applications provided by MassHealth,
the Health Connector, the Health Safety Net Office and other State
and Federal Agencies for the transmission, reporting and follow-up
of submitted applications.
Assists patients/families with the SNAP application and follow
Coordinates interviews with clinical areas, interpreters, social
workers, case managers, social security outreach workers, drug
assistance coordinator, enhanced benefit coordinator, care mobile,
physician/provider offices and community health centers as
Works in conjunction with the Care Coordination Department,
social workers and the Pharmacy to ensure timely discharge
Works in concert with other revenue cycle departments to
determine when patient balances are eligible for Bad Debt
collection activity and or adjustment.
Collects payment in full, in advance, for all non-insured,
under-insured and non-covered hospital and surgical day admissions.
Discusses financial obligations with patients prior to elective
surgical days or admissions. Communicates all information to
provider offices and verifications unit.
Documents all actions taken in the patient record.
Updates all accounts to reflect the current account status with
appropriate financial class and eligibility dates.
Maintains expedited follow-up on to ensure retroactive coverage
on applications for inpatient admissions. Follow up directly with
MassHealth and the Health Connector.
Screen and answers calls regarding pricing, no insurance or no
physician coverage, etc. and ensures all mail correspondence is
Completes daily statistics summary report logs.
Recommends improvements in systems and procedures.
Complies with all established departmental policies, procedures
and objectives, including but not limited to all aspects of the
UMMHC Credit and Collection Policy.
Meets established productivity standards.
Facilitates and promotes the sharing of knowledge and content
Follows all established Hospital Billing Revenue Cycle
Management departmental and compliance policies and procedures.
Takes responsibility for ensuring that all work outcomes satisfy
the UMass Memorial Health System True North.
The individual must support the mission, vision, and goals of
HealthAlliance-Clinton Hospital and serve as a role model for CARES
Adheres to change control processes.
Participates in cross training to optimize department
Demonstrates excellent attendance and actively participates in a
variety of meetings and training sessions as required.
Demonstrates a friendly, responsive, service-minded attitude to
all internal and external customers.
Communicates ideas effectively. Shares information and keeps
others properly informed. Gives, and is open to useful
Adheres to the HealthAlliance-Clinton Hospital Code of Conduct
and Behavior Standards and dress code.
Complies with established environment of care/safety policies
and procedures and all health and safety requirements.
Maintains and fosters an organized, clean and safe work
Contributes to the development and application of process
Maintains a collaborative, team relationship with peers and
colleagues in order to effectively contribute to the group's
achievement of goals and to help foster a positive work
Attends staff meetings and in-service programs as required or
directed. Keeps current with hospital and unit changes by reading
communication boards and/or books, bulletin boards, posted notices
and reads and responds to e-mail messages on a regular basis.
Practices cost containment and fiscal responsibility through the
efficient use of supplies, equipment, time, etc.
Complies with established departmental policies, procedures and
Attends variety of meetings, conferences, seminars as required
Demonstrates use of Quality Improvement in daily operations.
Complies with all health and safety regulations and
Respects diverse views and approaches, and contributes in
maintaining an environment of professionalism, tolerance, civility
and acceptance toward all employees, patients and visitors.
Performs other similar and related duties as required or
All responsibilities are essential job functions.
High School Graduate required.
Associate or Bachelor's degree in Business, Social Services or
related field preferred.
Certified Application Counselor (CAC) certification required
within 3 months of hire as a condition of employment.
Minimum of 2 years of experience in Healthcare, accounts
receivable, or related field required with a Minimum of 2 years of
experience in Financial Counseling and/or Medical Billing
English speaking, reading and writing skills required; bilingual
strongly preferred. Proficient data-entry skills with attention to
detail. Effective communication and customer service skills both
verbal and written.
Ability to use specialized applications software and computers
systems for patient registration and scheduling. Demonstrated
knowledge of business office products and medical terminology.
Holiday and/or weekend shift work, as well as after-hours
coverage as required. Must provide own transportation.
Ability to work in high volume, team-oriented environment.
Ability to take directions and work independently.
Unless certification, licensure or registration is required, an
equivalent combination of education and experience which provides
proficiency in the areas of responsibility listed in this
description may be substituted for the above requirements.
Department-specific competencies, including age-specific
competencies and their measurements will be developed and
maintained in the individual departments. The competencies will be
maintained and attached to the departmental job description.
Responsible managers will review competencies with position
Requirements, cross campus coverage- Leominster and Clinton
campus and evening outreach. This coverage may be assigned last
minute due to staffing levels. May be required to remain after
shift ends to complete the application process with a patient. Must
have own transportation
Extensive face to face contact with patients. Extensive
telephone contact with patient as government agencies to resolve
health insurance coverage issues. Demonstrates knowledge of various
government Medical Assistance Programs, and mandatory Massachusetts
Application Counselor certification within 3 months of hire.