[Remote] Financial Counselor

Note: The job is a remote job and is open to candidates in USA. Florida Orthopaedic Institute is seeking a Financial Counselor responsible for managing unpaid patient balances and ensuring timely resolution of billing inquiries. The role involves high-volume patient interactions, analyzing financial responsibilities, and establishing payment arrangements while maintaining excellent customer service.

Responsibilities

• Respond to a high volume of incoming patient calls related to self-pay statements, billing inquiries, and payment concerns
• Initiate outbound collection calls to patients on an ongoing basis in a professional and customer-focused manner
• Review and monitor assigned accounts and collection reports to ensure timely follow-up and resolution
• Analyze self-pay balances to determine patient financial responsibility, including deductibles, coinsurance, and contractual discounts
• Establish and monitor payment arrangements and provide timely follow-up on agreed payment plans
• Process patient payments accurately and in accordance with company procedures
• Research accounts deemed potentially non-collectible and prepare them for referral to collection agencies as appropriate
• Ensure all available payment resources have been researched and exhausted prior to escalation
• Identify billing issues requiring further review (e.g., claim corrections, appeals) and communicate findings to appropriate billing staff through documented patient cases
• Handle billing loop calls and respond to inquiries from patients, physician offices, and insurance companies
• Resolve patient billing problems while maintaining excellent customer service and preserving patient relationships
• Address patient concerns in a calm, courteous, and professional manner, including interactions with dissatisfied patients; escalate concerns to the Quality Department as needed
• Meet established productivity metrics and key performance indicators (KPIs)
• Maintain compliance with HIPAA and all company plans, policies, and procedures set forth by Orthopaedic Solutions Management
• Perform reports, projects, and other duties as assigned

Skills

• High School Diploma or GED required
• Minimum of 5 years of prior medical billing experience or equivalent required
• Working knowledge of CPT and ICD-10 coding required
• Demonstrated understanding of Explanation of Benefits (EOBs) and reimbursement practices, including deductibles, coinsurance, and contractual adjustments
• Strong knowledge of insurance guidelines and payer requirements
• Excellent customer service skills with the ability to handle sensitive financial conversations
• Strong attention to detail with a high level of accuracy
• Effective verbal and written communication skills
• Ability to work independently with minimal supervision while meeting goals, deadlines, and performance metrics
• Ability to manage multiple tasks in a deadline-driven environment
• Professional, well-presented, and tactful demeanor
• Ability to work collaboratively as part of a team and meet the expectations of internal and external customers

Company Overview