Financial Counselor Specialist

Our Mission

All of us, for each of you, every time.

Our Vision

Together, serving as the trusted regional healthcare partner.

Our Values

Listen~Love~Respect~Excel~Innovate

At Samaritan, we do more than deliver healthcare-we make a meaningful difference in the lives of our community every day. We're committed to creating an exceptional workplace where professionals feel valued, supported, and inspired to provide outstanding care to every patient we serve.

The Financial Counselor Specialist is responsible for the comprehensive management and monitoring of hospital and clinic account balances, ensuring timely and accurate resolution of patient accounts and collection of payments. Serving as a patient advocate and educator, the Financial Counselor Specialist assists patients in understanding their medical bills, insurance coverage, and available financial resources or assistance programs. This role actively helps patients apply for programs, including Qualified Health Plans, State Medicaid, Financial Assistance Program, payment plans and other government or community-based resources.

The Financial Counselor Specialist recommends uncollectable accounts for writeoff, and oversees all collection agency correspondence, maintaining this vendor relationship to ensure compliance and alignment with organizational standards. This position conducts the final review and determination of accounts for outsourcing to a debt collection agency, ensuring that all internal processes and compliance standards have been met prior to referral.

This is a full-time remote position that will be required to come on-site for onboarding and equipment pick-up (2 DAYS ONLY). This is a full-time role working Monday-Friday from 8:30 AM - 5:00 PM PST.

ESSENTIAL FUNCTIONS

• Provides day to day technical expertise in regards to collection activities. Monitors all system issues, related to statements and collections, ensuring prompt attention to any problems. Consults the department leader or Revenue Cycle Informatics regularly on technical issues that affect the self-pay collection stream.
• Works closely with patients and guarantors to ensure there is a clear understanding and explanation of Samaritan billing practices, payment expectations and alternative resources.
• Actively works to identify patients and guarantors eligible for Qualified Health Plans and medical assistance programs under Medicaid and assists patients in applying for available coverage, including retro-active coverage. Follows up with agencies for status updates in a timely manner.
• Completes account adjustments for Financial Assistance approvals up to an established dollar threshold in a timely and orderly manner. Sends appropriate letter(s), notifying applicants of determination.
• Primary contact for escalation of complex or sensitive financial concerns, working collaboratively with the financial counselor, leadership, and other departments to achieve timely and equitable resolution.
• Helps patients and guarantors develop a plan to resolve their liabilities, including establishing short or long-term payment plans according to the collection policy guidelines.
• Serves as primary contact for debt collection agency. Oversees all collection agency correspondence, such as requests for itemization.
• Initiates collection activities utilizing all appropriate means available to recover payment on accounts.
• Completes all final review. Follows up timely on accounts for possible referral to debt collection agency. Documents all collection activity.
• Assists with MyChart functionality, Interactive Voice Response (IVR) payment system, online payment system and/or banking auto-payment setup at the request of the patient.
• Reviews bankruptcies on a monthly basis to ensure proper follow-up, as well as to protect the receivables of Samaritan Healthcare.
• Per Washington State Law, promptly notifies callers "call may be monitored or recorded for quality assurance purposes."
• Maintains professional growth and development through seminars, workshops and professional affiliations to keep abreast of latest trends in field of expertise.
• Ensures no injuries to self or others by following safe work practices and policies. This includes, but is not limited to: security and safety, understanding of MSDS, equipment, infection control, fire, disaster, safe lifting and body mechanics.
• Ensures self-compliance with organization policies and procedures, as well as labor agreements.
• Ensures the interface with team members and other support groups is conducted in a courteous and efficient manner conducive with the organization's values.
• Conducts self in a professional manner and ensures personal appearance meets the standards necessary to perform the job function while representing the organization.
• Ensures that additional accountabilities, as may be required by management, be handled in a manner necessary to meet organizational standards.

WORK ENVIRONMENT

The professional in this position reports to the Director of Revenue Cycle and works closely with the department professionals and other healthcare professionals in order to provide high quality services to all customers.

EDUCATION & EXPERIENCE

• Education:

• High school diploma or equivalent required.

• Associate's degree in business, finance, healthcare administration, or a related field preferred.

• WAHBE Navigator certification required within 90 days of hire.

• Experience:

• Minimum three (3) years' experience in hospital or clinic patient financial services, billing, or collections required.

• Familiarity with Washington Medicaid, Charity Care (Financial Assistance), and other assistance programs highly desirable.

• Skills/Competencies:

• Excellent verbal and written communication skills are required. Must be able to work under time restraints and effectively perform duties.

• Bilingual, Spanish speaking desirable.

• Knowledge of Washington State collection laws and FDCPA.

• Demonstrates competency on equipment listed on department specific checklist.

• Critical thinking skills: Seeks resources for direction, when necessary. Performs independent problem solving. Decision-making is logical and deliberate.

• Performs actions that demonstrate accountability. Exercises safe judgment in decision-making. Practices within legal and ethical guidelines.

• Demonstrates competency in ability to care for customers/patients across the age continuum.

PHYSICAL REQUIREMENTS:

• Occasional standing, walking, lifting, reaching, kneeling, bending, stooping, pushing and pulling.
• Ability to communicate using verbal and/or written skills for accurate exchange of information with physicians, nurses, health care professionals, patients and/or family, and the public.

As a Samaritan professional, you will be asked to commit to being part of a culture grounded in our Mission, Vision, Values, and Strategy that brings service and operational excellence to life each day while creating an exceptional experience for our patients, professionals, physicians, and students. Additionally, how we present ourselves matters, and adherence to our Professional Appearance Policy reflects the pride, respect, and professionalism we bring to those we serve.