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Patient Financial Navigator

2131 South 17Th Street
Wilmington, NC
Job ID: 20728
Date Posted: Apr 18, 2024

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Job Description


Why Novant Health?

  • Come join a remarkable team where quality care meets quality service, in every dimension, every time. Let Novant Health be the destination for your professional growth, as you take advantage of the opportunities to advance to other roles and responsibilities!
  • 8 Magnet Designated Hospitals
  • LeapFrog Grade “A” Ratings at Novant Health facilities
  • Novant Health is recognized as one of the Best Places to Work for Disability Inclusion, Forbes Best Employers for Women in 2020, Leaders in LGBTQ Healthcare Equality and 50 Best Places for Women and Managers of Diverse Backgrounds to Work.

About the Job

Location: New Hanover Regional Medical Center

Department: Financial Counseling

Full Time Equivalent: FTE: 1.000000

Work Type: 64 to 80 Hours Pay Period

Work Schedule: 8HR DAY - STD Hours

Exempt from Overtime: Exempt: No



The team member’s Number One job responsibility is to deliver the most remarkable patient experience, in every dimension, every time, and understands how to contribute to the health system’s vision of achieving that commitment to patients and families. At Novant Health, people are our business. We treat each other with respect and compassion. We embrace the differences in our strengths while fostering an environment of inclusion, empowerment, inspiration and courage. The team member will use Novant Health’s First Do No Harm (NHFDNH) safety behaviors/error prevention tools and high reliability strategies as appropriate to ensure a safe, remarkable patient experience.  

The Financial Advocate is responsible for resolving billing and insurance concerns for all acute care centers, ambulatory surgical centers, and clinics. Responsible for the review of the patient financial information and the communication with the patient, and/or responsible party, of any third party reimbursement coverage and/or the portion due from the patient for healthcare services. Counselor will complete a social and financial assessment and appropriately refer patients who have no insurance coverage or qualify for financial assistance to a medical eligibility agency for potential assistance through Federal, State, or local healthcare programs. Responsible for the collection of payment or setting up payment plans prior to services being rendered, at time of admission, or during the discharge process.  


Essential Functions • Process: Reviews accounts to determine insurance coverage. Interviews the patient and/or responsible party to obtain any missing insurance information, evaluate the need for financial assistance, and discuss the patient financial responsibility. Discussion includes educating patients on insurance benefits, claims processing, and Novant Health resources. Responsible for the entry or update of insurance information on the patient’s account and assists in maintaining the insurance database. Identifies patient with no third party reimbursement and/or with financial assistance needs, and communicates with the patient regarding potential sources for financial assistance. Makes timely referral to the medical eligibility agency to explore all available assistance and help in qualifying and filing for the eligible programs. Ability to complete basic processing of Medicaid accounts. Based upon the evaluation of ability to pay, collects from the patient or responsible party the patient portion, or establishes payment arrangements within the hospital guidelines. Collection may be prior to services, at time of admission, or at time of discharge. Properly documents all pertinent financial information and efforts in the account Comments. Uses best judgment to resolve patient problems or refer issues to department supervisor. Completes birth certificates and stays up to date with pertinent state and federal regulations related to vital records processing. Ability to complete cashiering processes as needed including but not limited to reposting and transferring funds. Completes cosmetic and package pricing as well as inpatient collections processes. Provides float support by traveling to various facilities as needed to cover financial counseling duties. • Analysis: Analyze patient accounts to determine solutions to customer’s inquiries/concerns. Responsible for basic report completion and producing excel spreadsheets as needed • Compliance: Remains current on knowledge of Medicare, Medicaid, Managed Care Contracts, and • compliance regulations, as well as system and department processes. Responsible for protecting and keeping confidential Novant Health patient information and other proprietary information. Representative must be knowledgeable of all guidelines, policies, and procedures pertaining to both platforms under the patient accounting system. Access appropriate documents taken in the patient accounting system; including demographics and insurance updates. Submitting and/or resubmitting claims as circumstances deemed appropriate. Keenly aware of emphasis on excellence, privacy, compliance, and versatility within the healthcare industry. • Quality Improvement: Focus on performance and accuracy in all aspects of day to day operations. Utilize time management and efficiency on a daily basis to manage work flow and become a subject matter expert in your area of business while continually meeting performance standards. Adhere to quality assurance protocol and Novant Health guidelines while performing daily customer service functions. Identify trends that may affect the performance and productivity of the billing office. Inform supervisor/manager of any abnormal circumstances related to performance of job duties and request training on subject matter. Strive to attain 100% accuracy in all job functions both in quality and productivity while supporting the overall goals of the department, and remaining aligned with Novant Health’s vision, and objectives. Seeks out relevant training or cross training from supervisor. Participate in process improvement and standardization initiatives. • Customer Service: Strive to be a steward of Novant Health’s vision to create the most remarkable patient experience, in every dimension, every time, and understand how the financial counseling department contributes to this vision. Perform daily Customer Service functions to ensure that established protocols and expectations are maintained. This should be done in accordance with service standards in a friendly, time-efficient manner. Educate patient on balances, services rendered, charge specific questions, and financial options available. Exceed patient expectations by anticipating their needs, owning their issues and concerns. • Documentation: Perform day-to-day processes of documenting, resolving patient concerns and inquiries that are received by telephone, chat, and email within a set time frame. • Communication: Ability to build effective relationships with the patient, third parties, and other departments. Provide good listening skills, as well as anticipating the patients’ needs. Respect the patient by being responsible for maintaining strong customer service rapport and a dynamic relationship with the patient. Always focus on empathizing and honoring the individual by protecting their privacy, and maintaining their integrity. Be there by caring with excellent communication skills, active listening, and acknowledging their distinct needs in a professional manner. 

Non-Essential Functions • All other duties as assigned  


* Notary Public

* High School Diploma

Education equivalent experience:
* High School or GED Required

Other information:

Education: High School or GED required.

Experience:  Minimum 3 years related in registration, insurance verification, financial counseling, and/or patient accounting required.  Minimum 1 year experience in hospital or healthcare setting required. 

Licensure/Certification:  Notary Public Certification within 6 months of hire required. 

Additional Skills/Requirements (required) • Personality traits of patience, empathy and compassion. Excellent written and verbal communication skills required. Ability to speak clearly and concisely with a pleasant telephone voice. Must be able to function in a fast paced environment. Willing to work and contribute in a team environment. Ability to balance and prioritize multiple tasks. Ability to work under pressure and in collaboration with a variety of individuals in various positions. Flexible to change. Listens effectively. Ability to navigate a computer while on telephone. Demonstrates advanced knowledge of Billing/Finance processes, practices and concepts, registration, insurance verification and benefits, managed care and government payors. Basic accounting. Knowledge of Medical terminology and/or Medical claims. Demonstrates ability in customer service problem resolution and relationship building. Must type 40 wpm minimum. Excellent analytical skills. Expected to become proficient in epic and legacy practice management systems with successful completion of all related competencies. Ability to drive/travel to multiple facilities/locations as needed. 

Additional Skills/Requirements (preferred) • Thorough knowledge of Federal and State laws as they apply to charity care, agency assistance, and debt collection preferred. EPIC software experience.  

Other Information

This position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications which may be required of the employee assigned to the position. Depending on the location of the job, duties may vary. Receipt of the job description does not imply nor create a promise of employment, nor an employment contract of any kind; my employment with the Company is at will.

It is the responsibility of every Novant Health team member to deliver the most remarkable patient experience in every dimension, every time.

  • Our team members are part of an environment that fosters teamwork, team member engagement and community involvement.
  • The successful team member has a commitment to leveraging diversity and inclusion in support of quality care.
  • All Novant Health team members are responsible for fostering a safe patient environment driven by the principles of "First Do No Harm".

#JoinTeamAubergine #NovantHealth. Let Novant Health be the destination for your professional growth.

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