To provide in-depth financial advocate services and counseling to the families of chronically ill patients; to provide support to the family advocate program; to provide support to the designated divisions and provide support the financial component of the care management initiative. To serve as resource for both the FFA team, the divisions the program serves, and the entire customer service management team.
Liaise with billing offices & third party payers for all billing issues. Coordination of A/R follow-up; assist division in facilitating appeals. Coordinate & organize Cincinnati Children's Hospital Charity Care Fund through multiple venues. Help chronic care families in need of additional funding sources. Serve as a direct contact for parents with theses complex financial needs & billing concerns & work to improve the family's experience. Develop proactive strategies with individual divisions on the best way to provide billing customer service to patients and families. Work with team(s) to help prevent negative experiences with billing processes & promote positive experiences. Help create & implement total process improvement initiatives within the FFA/FBS program. Take ownership over account issues until resolve is reached and provides communication to all parties involved with the concern. Champion the cause for parents when issues with third party payors arise. Help facilitate the resolve of account issues directly without involving the parent (where possible). Navigate higher level resources including Medicaid, Waiver, SSI & nonprofits. Act in accordance consistent with HIPPA & Fair Collection Practices when interacting with families. Demonstrate appropriate documentation in several systems.
Serve as a resource to coworkers, management, other departments and community contacts. Meet with division and support staff on a regular basis to both gather and provide feedback. Participate in projects which require researching issues, information and data collection. Properly collect and report accurate and detailed data on all cases. Interact professionally with people across all levels of the organization. Maintain a good working knowledge of Epic and CRM systems.
Develop and update FFA/FBS program in tandem with PBS, PFS, Divisions, and related areas.
·Support Quality Improvement
Help develop and update a comprehensive database to log, track, and analyze relevant contact data. Assist in creating or updating policies/procedures for the FFA/FBS program. Make recommendations for quality improvement and provides feedback to the appropriate PBS or PFS director. Assist in creating processes for enhancing written communication to families.
Field complex cases and complex customer service needs. Effectively handle a high case load. Determine when cases need triaged to the next level.
·Communication - Intermediate
Good verbal, written and/or interpersonal communication skills
·Independence and Teamwork
Ability to work autonomously, with independent judgment, as well as in a collaborative team environment.
Prioritization and time-management skills sufficient to meet deadlines in a fast-paced environment
Ability to exercise empathy with the patients/families while keeping to the policies and procedures of the business office
Challenging the status quo and seizing opportunities to enhance work processes and outcomes; voluntarily seeking new or extra responsibilities and challenges; going beyond what is expected; proactively delving into work without hesitation