Patient Financial Counselor

The Patient Financial Counselor II serves as an experienced point of contact for patients for financial matters related to access to services and engagement throughout their financial experience at Dana-Farber Cancer Institute (DFCI).

Reporting to, and with moderate direction from, the Access & Financial Engagement Supervisor, the Patient Financial Counselor II is responsible for ensuring complete and accurate patient registrations, answering general and more complex insurance coverage questions, providing clear and accurate financial information and options, assisting patients with applying for MassHealth, selecting plans, preparing self-pay estimates, and collecting deposits and payments.

This role requires a commitment to service excellence, the ability to work independently in a fast-paced environment, and a knowledge of the overall financial policies and procedures at DFCI.

This position’s work location is partial remote with two or three days per week remote at Longwood Medical area. The selected candidate may only work remote days from a New England state (ME, VT, NH, MA, CT, RI).

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

With moderate supervision, the Patient Financial Counselor II:

• Conducts registration interviews to collect or update patient demographic, as well as financial, and relevant personal information ensuring its accuracy and integrity.
• Verifies insurance eligibility and benefits using automated eligibility systems, payer websites, or by calling the insurance carriers and determines if any authorization requirements exist.
• Ensures Privacy Policy Acknowledgement and required consent forms are signed/acknowledged.
• Confirms patients are financial cleared or escalates patients to the Financial Clearance team for further review as needed.
• Supports DFCI initiates such as patient itinerary, RTLS badging, and requests for copy of medical records.
• Learns and understand MassHealth/ Health Connector application, eligibility, and enrollment processes by completing the MassHealth Certified Application Counselor (CAC) online training and maintains certification by completing ongoing training offered by MassHealth or the Health Connector.
• Assists patients in applying for and selecting a MassHealth plan for those who have been identified as uninsured or underinsured, both proactively and by providers and other teams within the Institute.
• Prepares self-pay estimates based on upcoming scheduled services at DFCI and collects deposits or payments as needed.
• Accurately and courteously explains Advanced Beneficiary Notices/Waivers and obtains patients signature and collects any required deposit/payment.
• Accurately and courteously explains policies regarding financial assistance programs and assist patients/families in the completion of applications.
• Answers phone and email inquiries from patients and other DFCI staff referring patients with registration updates and financial inquiries; answers or resolves inquiries whenever possible or refers to the appropriate team.
• Assists in the training and mentoring of staff.
• Assists in developing and maintaining training materials and other resources.
• Provides escalation support and manages more complex situations and cases.
• Provides feedback for quality or process improvement initiatives and projects, as required.
• Performs other duties as assigned.

• Minimum Education
• High school diploma or GED required; Bachelor’s Degree preferred.
• Minimum Experience
• 2 years of experience in a patient financial counseling role required.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Strong knowledge of managed care policies and medical terminology.
• Strong knowledge of Epic or other hospital information systems.
• Strong customer service and communication, both written and verbal.
• Strong relationship building skills and collaboration abilities.
• Strong judgment, tact, and sensitivity.
• Strong analytical and problem-solving skills.
• Proficient use of Microsoft office.
• Ability to work independently.
• Ability to be a strong team player with demonstrated leadership tendencies.
• Ability to prioritize work and meet pre-determined deadlines, with moderate supervision.
• Ability to work with sensitive patient information and maintain confidentiality.

At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff. Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other characteristics protected by law.