JOB SUMMARY

The Financial Counselor serves as a key point of contact for patients regarding financial responsibility and payment options across multiple surgical specialties. This role provides accurate and timely cost estimates for office visits, procedures, imaging, injections, and surgical services, and educates patients on insurance benefits, out-of-pocket costs, and available payment solutions. The Financial Counselor works closely with clinical teams, patient access, billing, and revenue cycle departments to ensure a transparent, compassionate, and compliant financial experience for patients.

In addition to patient education and payment counseling, the Financial Counselor is responsible for collecting point-of-service payments, establishing payment plans in accordance with clinic policy, and supporting daily cash handling and deposit processes. This position requires a strong understanding of insurance guidelines, contractual and non-contractual payer rules, and regulatory requirements, including HIPAA. The Financial Counselor plays a critical role in promoting patient satisfaction, reducing downstream billing issues, and supporting the clinic’s financial performance while maintaining a high standard of professionalism, empathy, and confidentiality.

RESPONSIBILITIES

• Prepare and review patient cost estimates for a wide range of services, including office visits, procedures, surgeries, imaging, durable medical equipment (DME), and injections, both in person and over the phone.
• Collect co-payments, deductibles, coinsurance, and other upfront patient balances as required by the patient’s insurance carrier and in accordance with Pinehurst Surgical Clinic policies.
• Manage patient phone calls and in-person requests, including:

o Resolving patient inquiries and concerns.

o Answering billing and financial responsibility questions.

o Accepting payments in person or by phone.

• Establishing and managing payment plans in accordance with clinic policy.

o Demonstrating knowledge of accepted payment methods, including cash, credit cards, checks, and CareCredit.

o Contacting patients to collect unpaid balances when necessary.

o Educating patients on their overall financial responsibility and available payment options.

• Complete individual daily deposits and compile, reconcile, and submit overall departmental deposits from individual staff members, including completion of deposit forms and required documentation.
• Perform other related duties as assigned in support of clinic operations.

POSITION REQUIREMENTS

• Compassionate and patient when assisting individuals experiencing financial or medical stress.
• Maintains a professional demeanor and appearance consistent with the standards of Pinehurst Surgical Clinic.
• Demonstrates effective communication and strong interpersonal skills with patients, families, and coworkers.
• Highly organized and diligent in managing sensitive patient and financial information.
• Consistently exhibits empathy, integrity, and respect in all interactions; maintains a positive attitude and remains calm and supportive in fast-paced or challenging situations.
• Committed to teamwork and collaboration, fostering a pleasant and professional work environment.

QUALIFICATIONS

• Two to four years of experience in healthcare, finance, billing, or patient access roles; high school diploma or equivalent required.
• Working knowledge of insurance processes, including Medicare, Medicaid, and common medical terminology, with the ability to read and interpret insurance claims.
• Proficiency in Microsoft Office with strong data entry and documentation skills.
• Understanding of billing practices and patient payment options, including contractual and non-contractual insurance requirements.
• Demonstrated ability to maintain strict confidentiality and comply with HIPAA and privacy regulations.
• Strong multitasking capabilities while maintaining a high level of accuracy and attention to detail.
• Excellent communication, organizational, and customer service skills, with the ability to communicate clearly and concisely in both verbal and written formats.

PHYSICAL REQUIREMENTS

• Sitting: Occasionally
• Standing: Occasionally
• Walking: Occasionally
• Lifting/Carrying: Occasionally (up to 35 pounds)
• Stooping/Kneeling: Rarely