Note: The job is a remote job and is open to candidates in USA. Florida Orthopaedic Institute is seeking a Financial Counselor to manage unpaid patient balances and resolve billing inquiries. The role involves high volume patient interactions, analyzing financial responsibilities, establishing payment plans, and ensuring compliance with healthcare regulations.
Responsibilities
- Respond to a high volume of incoming patient calls related to self-pay statements, billing inquiries, and payment concerns
- Initiate outbound collection calls to patients on an ongoing basis in a professional and customer-focused manner
- Review and monitor assigned accounts and collection reports to ensure timely follow-up and resolution
- Analyze self-pay balances to determine patient financial responsibility, including deductibles, coinsurance, and contractual discounts
- Establish and monitor payment arrangements and provide timely follow-up on agreed payment plans
- Process patient payments accurately and in accordance with company procedures
- Research accounts deemed potentially non-collectible and prepare them for referral to collection agencies as appropriate
- Ensure all available payment resources have been researched and exhausted prior to escalation
- Identify billing issues requiring further review (e.g., claim corrections, appeals) and communicate findings to appropriate billing staff through documented patient cases
- Handle billing loop calls and respond to inquiries from patients, physician offices, and insurance companies
- Resolve patient billing problems while maintaining excellent customer service and preserving patient relationships
- Address patient concerns in a calm, courteous, and professional manner, including interactions with dissatisfied patients; escalate concerns to the Quality Department as needed
- Meet established productivity metrics and key performance indicators (KPIs)
- Maintain compliance with HIPAA and all company plans, policies, and procedures set forth by Orthopaedic Solutions Management
- Perform reports, projects, and other duties as assigned
Skills
- High School Diploma or GED required
- Minimum of 5 years of prior medical billing experience or equivalent required
- Working knowledge of CPT and ICD-10 coding required
- Demonstrated understanding of Explanation of Benefits (EOBs) and reimbursement practices, including deductibles, coinsurance, and contractual adjustments
- Strong knowledge of insurance guidelines and payer requirements
- Excellent customer service skills with the ability to handle sensitive financial conversations
- Strong attention to detail with a high level of accuracy
- Effective verbal and written communication skills
- Ability to work independently with minimal supervision while meeting goals, deadlines, and performance metrics
- Ability to manage multiple tasks in a deadline-driven environment
- Professional, well-presented, and tactful demeanor
- Ability to work collaboratively as part of a team and meet the expectations of internal and external customers
Company Overview