Promotes Carilion's culture of service excellence and quality by implementing and accepting accountability of the service standards: provides excellent service to patients/customers; builds strong relationships and team cohesiveness; focuses on quality and positive solutions; communicates respectfully; demonstrates compassion and understanding in response to patient and customer requests/needs. Responsible for the financial stewardship of the assigned department. Assumes ownership as first-level support for the assigned team to answer a wide variety of customer questions, initiate resolution of escalated customer concerns related to the entire spectrum of the revenue cycle and implement appropriate actions to obtain accurate reimbursement. Counsels and assists the patient in making application for appropriate type of financial assistance. Works with patients through collaboration with other departments, by phone or in person maintaining a professional and courteous manner at all times displaying empathy and adhering to Carilion Clinic policies.

• Reviews appointment schedules in advance of appointments to identify patients potentially in need of financial assistance or counsel. Patient contact may be initiated through this position, through the Patient Access or other contact center. Works closely with others to coordinate the best financial care for patients according to Carilion Clinic policies and standards. Contacts patients to meet face to face or by telephone before, after or during patient visits to council and advise. Completes verifications of insurance benefits, assures required authorizations are obtained or coordinates verification of eligibility for other programs based on established screening criteria.
• Researches and collects at point of service on bad debt accounts when/where appropriate. Collects patient-contracted out-of-pocket responsibilities and deposits from patients at the point of service.
• Provides excellent patient relations by giving timely and responsive assistance to the patient on resolution of problems, correction, or completion of insurance billing inquiries, and the combining of unpaid accounts.
• Uses a variety of technology and tools to complete and review assistance applications to assess patient's eligibility for available financial assistance programs.
• Completes frequent face to face patient interactions in often challenging clinical environments to gather information and effectively counsel patients on various types of available financial assistance.
• Audits and corrects data entry discrepancies and reports deficiencies to assure compliance to standard data entry guidelines.

Education: High school diploma or equivalent required. Associate Degree or Bachelor Degree preferred. Course work in Medical Terminology, ICD, CPT and HCPCS Code knowledge required at time of hire or complete course within 3 months of hire.

Experience: Minimum of two years medical office and/or hospital registration experience required.

Other Minimum Qualifications: Customer driven. Demonstrates excellent communication and interpersonal skills with all clinical staff, patients and visitors. Demonstrates the ability to communicate in a professional manner during stressful and sensitive situations and possess strong negotiation skills. Computer literate. Able to navigate in web-based and Microsoft office formats. Strong grammar, spelling and punctuation skills required. Effective problem solving skills and ability to interpret and make decision based on established guidelines. Demonstrates a positive demeanor, good verbal and written communication skills, and a professional appearance and approach. Knowledge of medical terminology, office procedures and equipment. Posses the ability to multi task and handle stressful or difficult situations with professionalism.

This is Carilion Clinic ...

An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.

Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.