Financial Counselor Lead

Job Overview :

This position is responsible for assisting the Financial Counseling Leaders and Trainer to educate, monitor and mentor team members across 10+ hospital and ambulatory sites. Maintains knowledge of all processes for Financial Counselors and Financial Compliance Counselors to support full team. Assists Leader in creating new content and updating existing content on the online Financial Counseling resource tool to ensure team members can access accurate data to support full healthcare system and customers. Assists Leader in creating / revising master schedule & maintaining payroll, to ensure all sites have appropriate coverage. Provides coverage across all sites as needed to cover open shifts while continuing to meet individual targets for performance. Demonstrates excellent verbal / written communication. Partners with Trainer to develop refresher training and annual competencies. Completes audits to ensure accuracy and to validate team members are compliant with protocols. Supports Leader by attending meetings, providing input to resolve issues / optimizing workflows and providing input for team member performance appraisals.

Job Requirements :

High School Diploma or GED (Required)

3 - 4 years of customer service experience. (Required)

3 - 4 years of Revenue Cycle or related field experience. (Required)

Ability to operate multiple computer applications.

Excellent verbal and written skills.

Effective problem solving and critical thinking skills.

Understanding of medical insurance and medical terminology.

Job Responsibilities :

Role models excellent customer service skills while screening & educating patients on financial responsibility and financial assistance options.

Collaborates with internal customers & Revenue Cycle teams to facilitate a seamless and timely billing process.

Meets individual productivity targets while supporting full team in meeting performance metrics including volume of screening, cash collections, assigned work queues and reports.

Anticipates customer needs, troubleshoots problems and effectively identifies opportunities to optimize workflows.

Effectively provides support to multiple sites / areas.

Coordinates activities with Leader including addressing performance issues, team member engagement, policy implementation and validation of compliance.

Working Conditions : Bending - Rarely

Climbing - Rarely

Concentrating - Consistently

Continuous Learning - Frequently

Hearing : Conversation - Consistently

Hearing : Other Sounds - Frequently

Interpersonal Communication - Frequently

Kneeling - Rarely

Lifting Lifting 50+ Lbs. - Rarely

Lifting Pulling - Rarely

Pushing - Rarely

Reaching - Rarely

Reading - Frequently

Sitting - Frequently

Standing - Frequently

Stooping -

Talking - Consistently

Thinking / Reasoning - Consistently

Use of Hands - Frequently

Color Vision - Frequently

Visual Acuity : Far - Occasionally

Visual Acuity : Near - Frequently

Walking - Frequently

TriHealth SERVE Standards and ALWAYS Behaviors

At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following :

Serve : ALWAYS...

Welcome everyone by making eye contact, greeting with a smile, and saying hello

Acknowledge when patients / guests are lost and escort them to their destination or find someone who can assist

Refrain from using cell phones for personal reasons in public spaces or patient care areas

Excel : ALWAYS...

Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met

Offer patients and guests priority when waiting (lines, elevators)

Work on improving quality, safety, and service

Respect : ALWAYS...

Respect cultural and spiritual differences and honor individual preferences.

Respect everyone's opinion and contribution, regardless of title / role.

Speak positively about my team members and other departments in front of patients and guests.

Value : ALWAYS...

Value the time of others by striving to be on time, prepared and actively participating.

Pick up trash, ensuring the physical environment is clean and safe.

Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.

Engage : ALWAYS...

Acknowledge wins and frequently thank team members and others for contributions.

Show courtesy and compassion with customers, team members and the community