| I'm responsible for supervising the day to day activities of assigned Patient financial counselors. This includes dealing with self-pay arrangements, insurance providers, charity funds and internal financial assistance program. The Incumbent requires strong organizational skills as well as superior customer service perspective. |
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- KEY ROLE ACCOUNTABILITIES:
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- Supervises the day-to-day operations of the financial counseling section and assigned financial counselors
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- Assigns, monitors and prioritizes work tasks and ensures that the team members perform all daily/weekly/monthly activity accurately and within the defined timelines
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- Prepares staff schedules and assigns financial counselors to designated areas
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- Provides training for new staff and conducts additional training on ‘as needed’ basis
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- Updates insurance and financial counseling documents in a timely fashion
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- Reports variances and incidents to the appropriate reporting entity as per approved policies and procedures.
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- Functions as a SME on insurance matters and financial counseling to the revenue cycle team and other departments and staff
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- Receives and addresses escalated (by financial counseling staff) insurance and financial issues
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- Responds to urgent requests for insurance pre-authorizations and/or financial counseling
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- Receives and addresses patients’ complaints and inquiries
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- Ensures proper data collection and documentation by assigned staff
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- Supervises point of service collection activities and ensures the accuracy and timeliness of cash/credit reconciliation and deposite
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- Identifies areas for improvement and works with other stakeholders to implement process improvement activities
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- Liaises with clinical teams and clinical managers to synchronize activities and enhance patient experience
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- Prepares regular and ad hoc reports on assigned activities
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- Collaborates with other supervisors and managers on shared issues and resources
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- Participates in activities related to Cerner Charge Services development and modifications
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- Adheres to Denefits’s standards as they appear in the Code of Conduct and Conflict of Interest policies
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- Adheres to and promotes Denefits’s Values
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| In view of the evolving needs and opportunities withi
Denefits, this position may be required to perform other duties as assigned and reporting relationships may vary. |
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- QUALIFICATIONS, EXPERIENCE AND SKILLS – SELECTION CRITERIA:
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| ESSENTIAL |
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- Bachelor’s Degree - Commerce, Health Information, healthcare field or relevant discipline
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- 5+ Years’ experience in a large healthcare facility
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- 2+ years’ experience in a similar role
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| Health insurance knowledge and working experience |
- Strong organizational skills
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- Customer service oriented
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- Flexibility and responsiveness to changing workloads
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- Understanding of insurance practices and terminology
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- Ability to supervise staff efficiently
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- Excellent communication skills
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- Proficiency with Microsoft Office suite
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- Fluency in written and spoke
English and Arabic
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| PREFERRED |
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- Advanced training in revenue cycle or patient experience
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- Fluency in other languages
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- Denefits's Organizational Values:
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- Trust: Being competent; acting consistently, reliably and predictably; acting with honesty and integrity; respecting patient, employee and commercial confidentiality; delivering on commitments
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| Care: Acting with empathy, kindness and compassion; being humble; listening and responding; acting with cultural sensitivity; Caring for patients and staff |
| Teamwork: Sharing information and knowledge and learning from demonstrated expertise; being respectful, and thereby earning respect of others; acting with professionalism; leading and following; collaborating and being accessible |
Transparency: Frequent and honest communication; open access to information for decision making; willingly acknowledge shortcomings; speaking up about conce
s; publishing performance indicators
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| Innovation: Freedom to innovate; welcoming ideas and encouraging creativity; supporting talent; creating confidence; celebrating successes |
Efficiency: Providing measurable value; using data to drive decision making; having and achieving clear goals; building processes that work; continuously improving outcomes in patient and family care
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