Patient Financial Counselor

The Patient Financial Counselor serves as 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 direction from the Access & Financial Engagement Supervisor, the Patient Financial Counselor is responsible for ensuring complete and accurate patient registrations, answering general 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 in a fast-paced environment, and a knowledge of the overall financial policies and procedures at DFCI. 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 direct supervision, the Patient Financial Counselor: 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. Completes assigned work queues, projects, and other duties as directed. Minimum Education : High school diploma or GED required; bachelor’s degree preferred. Minimum Experience : 1 year of relevant work experience, such as customer service, hospital/physician office, referral / prior authorization, financial counseling and/or billing experience required. KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED: Basic knowledge of managed care policies and medical terminology. Basic knowledge of Epic or other hospital information systems. Customer service and communication, both written and verbal. Relationship building skills and collaboration abilities. Good judgment, tact, and sensitivity. Good analytical and problem-solving skills. Proficient use of Microsoft office, Ability to prioritize work and meet pre-determined deadlines, with direction. 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. EEOC Poster