Financial Counselor
Department Customer Financial Service
Location Tomah
Schedule/Shift Days
Benefit Eligible Yes
Temporary Position No
Job Details

Please note - Training for this position will take place in La Crosse.  Training will be approximately 6 weeks and then you would work in Tomah.

The Financial Counselor provides system-wide support relating to identifying , coordinating and securing all aspects of financial obligations for self-pay patients and patients with balances after insurance has paid. The Financial Counselor's functions including acting as a liaison regarding financial liabilities, liability estimation, collecting payments, pre-registration of certain patient populations, and working closely with patients to identify and apply proper financial assistance. The Financial Counselor will be responsible for performing detailed audits of guarantor accounts to identify and rectify billing issues and problems.

Job Responsibilities
  • Works extensively with patients to identify potential linkages to alternative coverage options. Identifies  and assists with applications to alternative coverage options that may include, but are not limited to, payment plans, health exchange enrollment, MVA coverage, worker's comp, COBRA, Medicaid, community assistance programs, and financial assistance.

  • Effectively communicates and educates patients on their financial responsibilities by giving estimates on services, taking payments, setting up payment arrangement and negotiating settlements on accounts under direction of supervisor/manager/director.

  • Explains topics of insurance coverage, treatment costs, and financial assistance opportunities to patients and/or family members. Utilizes Revenue Integrity and available  software tools to provide patients with cost estimates.

  • Ensures patients qualifying for Medicaid coverage are forwarded to appropriate Gundersen Health System vendor for application completion.

  • Performs complex guarantor account reviews.

  • Completes pre-registration of certain patient populations, including but not limited to surgeries and procedures.

  • Assists patients who may be eligible for assistance under the Gundersen Health System Charity Policies and Procedures with completing the application process.

  • Continually monitors and researches assistance programs to determine if financial counseling and other patient policies should be updated.

  • Represents Gundersen Health System's high standards for customer service in all telephone and face-to-face communication through courteous, patient and respectful conduct and conversation, while meeting the needs of all customers encountered.

  • Responsible for maintaining data integrity of self-pay patients and verifying and updating demographics and insurance information (if applicable) accurately and completely.

  • Keeps skills and education current through periodic in-services on service excellence, charity policies, health exchange enrollment guidelines, registration policies, and other information related to financial counselor role, including all federal and state insurance regulations.

  • Demonstrates and maintains competency in computer skills related to insurance verification and eligibility.

  • Adheres to Gundersen Health System's mission statement, employee compact, customer service standards, and all policies and procedures including, but not limited to, confidentiality.

  • Successful completion of defined core competency testing for financial counselors.

  • Performs other job-related responsibilities as requested.

  • Scope of the Job
    Age Specific Population Served Nonage Specific (N/A)
    OSHA Category Category III - No employees in this job title have a reasonably anticipated risk of occupational exposure to blood and/or other potentially infectious materials.
    Position Qualifications
    Education and Experience:
    Required High School Diploma or equivalency 
    Desired Post High School education in a specialized field:   Medical terminology 

    course work in insurance (HIAA educational series through LOMA) and ART/CRC course. Certified Application Counselor designation.
    Work Experience:
    Required 1 year work experience , preferably working in a medical facility, insurance company or office setting.
    Desired 1 year prior financial counseling experience or experience working with patient eligibility and sponsorship.
    Required Ability to...
    Computer Systems/Software/Applications use Microsoft Office Products, Adobe and other similar applications
    Computer Systems/Software/Applications patient record systems
    Communication excellent oral and written communication skills
    Communication effectively communicate in technical and lay language
    Communication answer telephone inquiries timely and effectively
    Communication demonstrate effective customer service to internal and external customers
    General - All Positions have professional attitude in regard to motivation, cooperation, flexibility, confidentiality, ethics and personal development
    General - All Positions use listening skills to identify important information in oral communication
    General - All Positions provide excellent customer service to people both inside and outside the organization
    General - All Positions perceive and respond sensitively to the needs of others
    General - All Positions work cooperatively with a wide variety of people
    General - All Positions the quality improvement process
    Leadership problem solve - evaluate, analyze, negotiate and recommend alternatives
    Leadership decision-making skills
    Leadership work independently: self-disciplined
    Reasoning/Decision Making be professional, honest and have personal integrity
    Desired Ability to...
    License and Certifications
    Physical Requirements/Demands of the Position
    Sitting Frequently (34-66% or 5.5 hours)
    Static Standing Frequently (34-66% or 5.5 hours)
    Walking/Standing Frequently (34-66% or 5.5 hours)
    Stooping/Bending Rarely (1-5% or .5 hours)
    Kneeling/Half Kneel
    Climbing Stair
    Climbing Ladder
    Reaching - Shoulder Level Rarely (1-5% or .5 hours)
    Reaching - Below Shoulder Frequently (34-66% or 5.5 hours)
    Reaching - Above Shoulder Rarely (1-5% or .5 hours)
    Repetitive Actions - Pinch Forces Rarely (1-5% or .5 hours) Pounds of force: 0-25
    Repetitive Actions - Grip Forces Pounds of force:
    Repetitive Actions - Fine Manipulation Frequently (34-66% or 5.5 hours)
    Balance - Right Leg
    Balance - Left Leg
    Lifting - Floor to Waist Number of lbs:
    Lifting - Waist to Overhead Number of lbs:
    Lifting - Other Number of lbs:
    Carrying - Long Carry (>50 feet) Number of lbs:
    Carrying - Short Carry Number of lbs:
    Carrying - Right Carry Number of lbs:
    Carrying - Left Carry Number of lbs:
    Carrying - Push/Pull (Static Force) Number of lbs:
    Number of lbs:
    Environmental Conditions
    Not substantially exposed to adverse environmental conditions (as in typical office or administrative work).

    Financial Counselor

    Equal Opportunity Employer