Revenue Cycle – Parkwest Surgery Center
Tennessee Orthopaedic Alliance is the largest orthopedic surgery group in Nashville, Knoxville, and Columbia. TOA focuses on the diagnosis and treatment of disorders and injuries of the musculoskeletal system, helping patients live their best lives. For more than ninety years, TOA has continued to advance the practice of orthopedic surgery throughout the state.
There are several reasons why TOA is an employer of choice:
• Stability – TOA has been serving Middle Tennessee since 1926 and has expanded to over 20 locations across the state.
• Impact – TOA team members use their careers, whether in clinics or the business office, to make a positive difference in the community by building relationships and helping patients live their best lives.
• Work Environment – TOA fosters a positive, collaborative work environment focused on job satisfaction and engagement.
• Total Rewards – TOA offers competitive salaries based on the current market, along with a comprehensive benefits package including Medical, Dental, Paid Time Off, and more. The 401(k) plan includes company match, safe harbor match, and profit-sharing contributions.
Essential Duties and Responsibilities
Position Summary
The Lead Financial Counselor serves as the primary financial resource for patients receiving care at Parkwest Surgery Center. This role is responsible for educating patients on their financial responsibilities, coordinating insurance benefit information, establishing payment arrangements, and collecting a single point of payment for surgery center facility fees, TOA professional fees, and TOA anesthesia fees whenever possible.
The Lead Financial Counselor collaborates with the Surgery Center Business Office, Insurance Verification teams, TOA Revenue Cycle, scheduling staff, and clinical teams to provide a seamless financial experience for patients while maximizing point-of-service collections, improving price transparency, and reducing bad debt.
This position reports to the Business Office Manager and plays a key role in developing standardized financial counseling processes that may support future TOA ambulatory surgery centers as the organization grows.
Patient Financial Counseling
• Serve as the primary financial contact for patients before and after surgery.
• Educate patients regarding deductibles, coinsurance, copayments, out-of-pocket responsibilities, and insurance benefits.
• Review financial estimates with patients and answer questions regarding anticipated charges.
• Explain surgery center, physician, anesthesia, and related charges in a professional and compassionate manner.
• Provide exceptional customer service while maintaining patient confidentiality.
Insurance Coordination
• Work closely with the Surgery Center Insurance Verification team and TOA Insurance Verification staff to review patient benefits prior to surgery.
• Identify insurance issues that may affect patient responsibility or reimbursement.
• Communicate benefit discrepancies, authorization concerns, or coverage limitations to appropriate departments for timely resolution.
• Ensure patient financial responsibility is accurately determined prior to the date of service whenever possible.
Point-of-Service Collections
• Coordinate collection of a consolidated patient payment for Surgery Center facility fees, TOA professional surgical fees, and TOA anesthesia services.
• Collect payments prior to or on the day of surgery in accordance with organizational policies.
• Process payments accurately using approved systems while maintaining PCI compliance.
• Maintain established point-of-service collection goals.
Payment Plans and Account Resolution
• Establish payment plans in accordance with TOA financial policies.
• Educate patients regarding available payment options and financial policies.
• Monitor payment plan compliance.
• Document all financial arrangements accurately within the patient accounting system.
• Identify delinquent accounts requiring additional follow-up.
Collections Coordination
• Perform appropriate follow-up on outstanding patient balances.
• Recommend accounts for outside collections in accordance with organizational policies.
• Coordinate with the Business Office and collection agencies regarding transferred accounts.
• Maintain complete documentation of collection activities.
Revenue Cycle Collaboration
• Partner with Scheduling, Registration, Insurance Verification, Clinical Operations, TOA Revenue Cycle, and Business Office staff to improve financial workflows.
• Identify process improvements that enhance patient experience and increase collections.
• Assist in resolving patient account concerns in a timely manner.
• Maintain a thorough understanding of payer requirements, reimbursement trends, and organizational financial policies.
Program Development
• Assist in developing standardized financial counseling workflows and best practices.
• Participate in revenue cycle improvement initiatives designed to improve patient collections and financial transparency.
• Support implementation of new payment collection processes and technology.
• Provide guidance and operational support to financial counseling functions at additional TOA ambulatory surgery centers as the organization grows.
• May assume expanded leadership responsibilities as additional surgery centers are added and organizational needs evolve.
Performance Expectations
• Point-of-service collection rate
• Pre-service collection rate
• Financial estimate accuracy
• Payment plan compliance
• Reduction in patient bad debt
• Patient satisfaction
• Timely response to patient financial inquiries
• Compliance with organizational financial policies
Qualifications - Required
• High school diploma or equivalent
• Three or more years of healthcare revenue cycle, patient financial services, insurance verification, or medical collections experience
• Working knowledge of commercial insurance, Medicare, deductibles, copayments, and coinsurance
• Strong customer service and communication skills
• Excellent organizational and problem-solving abilities
• Proficiency with Microsoft Office applications
• Ability to maintain confidentiality and exercise sound judgment
Qualifications - Preferred
• Associate’s or Bachelor’s degree in Business, Healthcare Administration, Finance, or related field
• Experience in an Ambulatory Surgery Center or orthopedic practice
• Experience with patient financial counseling and point-of-service collections
• Experience with practice management and electronic medical record systems
• Previous experience assisting with workflow development or process improvement initiatives
Physical Requirements
• Ability to sit, stand, and walk throughout the workday
• Ability to communicate effectively with patients, physicians, and staff
• Ability to use computers and office equipment for extended periods
• Ability to occasionally lift up to 20 pounds
Equal Opportunity Employer
Tennessee Orthopaedic Alliance is an Equal Opportunity Employer and is committed to providing a workplace that promotes respect, professionalism, and equal employment opportunities for all team members.