Financial Care Counselor - PT/OT (Douglas ST and Central)

Duke University Health System; Durham (NC); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Duke Commitment Bonus Program

Job summary

Duke University Health System is seeking a Financial Care Counselor within the Patient Revenue Management Office (PRMO). This role supports four clinic locations—including three in Durham and one in Chapel Hill—handling pre-admission through registration, and guiding patients on payments and coverage.

The position requires strong communication, attention to insurance details, and ability to travel to assigned clinics. A commitment bonus is offered to eligible new hires.

Qualifications

• Excellent communication skills, oral and written.
• Ability to analyze relationships with patients, physicians, co-workers and supervisors; handle multiple tasks and work independently.

Responsibilities

• Accurately complete patient accounts following departmental protocol.
• Ensure insurance requirements are met before services; discuss financial liability with patients.
• Explain bills and assist visitors with payment options and government funding sources.
• Obtain prior authorization and document billing details; reconcile denials and exceptions.
• Refer patients to financial counseling and assist with payment arrangements.

Skills

Excellent communication

Multitasking

Independent work

Education

High school education or equivalent

Associate's degree in healthcare

Bachelor's degree (any field)

Job description

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

Patient Revenue Management Organization

Pursue your passion for caring with the Patient Revenue Management Organization, which is the fully integrated, centralized revenue cycle organization that supports the entire health system in streamlining the revenue cycle. This includes scheduling, registration, coding, billing, and other essential revenue functions for Duke Health.

Duke PT/OT (Douglas St and Central)

This position is an FCC/PSA Float role supporting four clinic locations, including three clinics in Durham and one clinic in Chapel Hill.

When not assigned to float coverage, the standard work schedule is:

• Monday–Thursday: 9:00 a.m. – 5:30 p.m.
• Friday: 7:30 a.m. – 4:00 p.m.
  
  

As a float position, the employee must be available to travel to and work at any of the assigned clinic locations based on operational and staffing needs. Work hours may vary depending on the location being supported and may begin as early as 7:00 a.m. or, on occasion, extend until 6:00 p.m. Flexibility in both work location and schedule is an essential requirement of this role.

• DUHS Commitment Bonus Program $5000.00 (paid in 2 installments over 12 months - 6 month increments) ***
• Only new hires who have not worked for Duke University in the past 12 months (at the time of offer) are eligible to receive the commitment bonus.
  
  

Duke University Health System - Patient Revenue Management Office (PRMO) seeks to hire a Financial Care Counselor who will embrace our mission of Advancing Health Together.

Accurately complete patient accounts based on departmental protocol, policies and procedures, and compliance with regulatory agencies, to include but not limited to pre-admission, admission, pre-registration and registration functions.

Ensure all insurance requirements are met prior to patients' arrival and inform patients of their financial liability prior to arrival for services. Arrange payment options with the patients and screens patients for government funding sources.

Work Performed

• Analyze insurance coverage and benefits for service to ensure timely.
• Obtain authorizations based payment on insurance plan contracts and guidelines.
• Document billing system.
• Explain bills provides assistance to visitors and patients.
• Explain policies and departmental coverage as requested.
• Calculate and according to PRMO credit and collection policies.
• Implement appropriate collect cash payments appropriately for all patients.
• Reconcile daily necessity of third party sponsorship and process patients in accordance reimbursement.
• Obtain all Prior Authorization Certification and/or authorizations as appropriate.
• Facilitate payment sources for uninsured patients.
• Determine if patient\'s condition is the result of an accident and perform complete research to determine the appropriate source of liability/payment.
• Admit, register and pre-register patients with accurate patient demographic and financial data.
• Resolve insurance claim rejections/denials and remedy expediently.
• Evaluate diagnoses to ensure compliance with the Local Medicare Review Policy.
• Perform those duties necessary to ensure all accounts are processed accurately and efficiently.
• Compile departmental statistics for budgetary and reporting purposes.
• Collection actions and assist financially responsible persons in arranging payment.
• Make referral for financial counseling.
• Determine with policy and procedure.
• Examine insurance policies and other third party sponsorship materials for sources of payment.
• Inform attending physician of patient financial hardship.
• Complete the managed care waiver form for patients considered out of network and receiving services at a reduced benefit level.
• Update the billing system to reflect the insurance status of the patient.
• Refer patients to the Manufacturer Drug program as needed for medications.
• Greet and procedures, and resolves problems.
• Gathers necessary documentation to support proper handling of inquiries and complaints.
• Assist with according to policy and procedure.
• Enter and update referrals as required.
• Communicate with insurance carriers regarding clinical information requested and to resolve issues relating to coverage
  
  

Knowledge, Skills And Abilities

• Excellent communication skills, oral and written.
• Ability to analyze relationships with patients, physicians, co-workers and supervisors. data, perform multiple tasks and work independently.
• Must be able to develop and maintain professional, service-oriented working,
• Must be able to understand and comply with policies and procedures.
  
  

Level Characteristics

• Position responsible for high production generated accurately in accordance with established business processes or regulation.
• Requires working knowledge of compliance principles. Job allows the opportunity to work independently.
  
  

Minimum Qualifications

Education

Work requires knowledge of basic grammar and mathematical principles normally required through a high school education, with some postsecondary education preferred. Additional training or working knowledge of related business.

Experience

Two years experience working in hospital service access, clinical service access, physician office or billing and collections. Or, an Associate\'s degree in a healthcare related field and one year of experience working with the public. Or, a Bachelor\'s degree and one year of experience working with the public.

Degrees, Licensures, Certifications

None required

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.