Role Summary
The Financial Counselor I supports patients in understanding and managing the financial aspects of their healthcare services. This role assists with onboarding patients into financial assistance programs, provides guidance on insurance coverage and payment options, and ensures accurate communication of financial responsibilities. The position requires strong customer service skills, attention to detail, and the ability to work in a fast-paced healthcare environment while maintaining confidentiality and compliance with regulations.

Key Responsibilities

• Provide pricing estimates in accordance with applicable regulations, including patient shopping estimates and self-pay packages; communicate expected patient financial responsibility prior to service and collect required payments
• Review patient accounts for outstanding balances, document all interactions, and inform patients or guarantors of financial obligations including co-pays, co-insurance, deductibles, deposits, and past due balances
• Verify insurance eligibility and benefits using available tools and resources; calculate and communicate estimated patient liability based on coverage
• Assist patients in understanding Explanation of Benefits (EOB) statements and develop payment strategies for outstanding balances
• Collect, verify, and accurately document demographic and insurance information to support financial processing
• Maintain and manage assigned work queues related to financial assistance, coverage discovery, estimates, and other departmental needs
• Identify patients who may benefit from financial counseling and coordinate support prior to or following scheduled services
• Guide patients through financial assistance applications and payment plan options
• Respond to and manage phone and electronic inquiries from patients, payers, providers, and internal departments
• Deliver high-quality customer service by resolving inquiries effectively and escalating issues when appropriate
• Collaborate with cross-functional teams to resolve account issues and support reimbursement processes
• Ensure compliance with all applicable federal, state, and local regulations, as well as organizational policies and confidentiality requirements (including HIPAA)
• Participate in ongoing training related to systems, tools, and financial counseling functions
• Perform additional duties as assigned

Required Qualifications

• High school diploma or equivalent
• 0–2 years of relevant experience
• Basic proficiency in Microsoft Office applications (Word, Excel, PowerPoint)
• Strong communication, customer service, and active listening skills
• Basic keyboarding and data entry skills
• Ability to analyze and interpret data
• Strong critical thinking, problem-solving, and sound judgment
• Detail-oriented with a high level of accuracy
• Ability to manage multiple tasks in a fast-paced, complex environment
• Ability to follow written and verbal instructions and established procedures
• Ability to work independently and manage time effectively
• Ability to maintain confidentiality

Preferred Qualifications

• Associate’s degree in Accounting, Business Administration, or related field
• Experience in a hospital, clinic, health insurance company, managed care organization, or healthcare financial services setting
• Working knowledge of medical terminology, anatomy, and physiology