Job Description

About NYC Health + Hospitals:

Empower Every New Yorker — Without Exception — to Live the Healthiest Life Possible

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Job Description:

A member of the revenue cycle process, the Outpatient Telephonic Financial Counselor’s primary responsibility is to assist uninsured or underinsured patients with enrolling in health insurance coverage or financial assistance to cover their health care costs. Telephonic Financial Counselors primarily assist patients over the telephone. Key responsibilities include interviewing patients and families to determine coverage eligibility, submitting applications for insurance coverage, assisting with financial assistance enrollment, answering patient questions and following-up on applications through determination.

General tasks and responsibilities will include:

The identification of tasks and responsibilities below are not intended to be an exhaustive list of all duties that may be assigned to this position, nor does it restrict the duties which may be assigned to the position within the revenue cycle process.

• Responsible for screening uninsured or underinsured outpatients to identify health insurance or financial assistance eligibility; screenings of the will take place over the telephone or during scheduled appointments when it is appropriate
• Perform outbound calls to outreach to unscreened patients or process insurance or financial assistance re-certifications
• Assist patients with understanding their expected out of pocket costs
• Ensure familiarity with NYC Health + Hospitals’ financial counseling and financial assistance policies and procedures
• Follow protocols to sign in/out of the call distribution system and be ready to receive calls during assigned hours
• Track all calls as requested by supervisor including completing all wrap-up codes after each call
• Ensure all required supporting documentation for program applications is obtained through a secure document transfer method
• Scan patient ID, insurance card(s), referral forms (if applicable) and consent forms obtained from the patient into our document imaging system
• Follow-up on status of applications until a coverage determination is made
• Document case and patient information clearly and completely in the electronic health information system (H20)
• Interact with other departments to identify patient status determinations and changes
• Refer accounts requiring escalation, to supervisor in a timely manner
• Attend all necessary training sessions to effectively perform the day-to-day functions of the position
• Perform all other duties, as assigned by Director or Supervisor

Minimum Qualifications:

1. A high school diploma or its educational equivalent; and

2. Six (6) months of full-time satisfactory clerical experience and/or experience interacting with the public, such as processing sales; taking, processing, and delivering orders; obtaining and dispensing information; listening to and resolving customers concerns, problems, and complaints; and/or performing related customer service activities.

Department Preferences

• Registration, billing and collections, financial counseling, and/or customer service
• Certified Application Counselor (CAC)

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs

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