University of Michigan · 1 day ago
Patient Financial Counselor
Ann Arbor, MI
Full-time
Hybrid
Mid Level
3+ years expUniversity of Michigan is dedicated to improving health through education, patient care, and research. They are seeking a Patient Financial Counselor to assist patients and families with financial activities related to hospital billing and insurance concerns, ensuring a seamless financial experience for customers.
E-LearningEducationHigher EducationUniversities
Responsibilities
Provide exceptional customer service to all patients/callers by offering assistance and ensuring customer satisfaction
Depending on assignment, answers patient calls for at least 80% of workday, effectively responds to patient inquiries via telephone encounter or through the patient portal, returns patient calls left on department voicemail, responds to patient correspondence received via mail, or works on accounts with early out vendor
Sees walk-in and scheduled patients and their families
Answers inbound customer phone calls for patients requiring financial assistance and direction/education
Works closely with inpatient staff (i.e. providers, social workers, admin managers) to resolve complex accounts and accounts sensitive in nature requiring high level of business acumen, empathy and personal integrity
Help eligible patients and families apply for Healthy Michigan Plan, Children Special Health Care Service, Medicaid and Washtenaw Health Plan
As a Certified Application Counselor through the Affordable Care Act, assist with private Health Insurance Marketplace applications and plan selection
Provide charge and out-of-pocket estimates for medical procedures and episodes of care
Ability to educate and explain to customers financial related items such as referrals, authorizations, waivers and Advanced Beneficiary Notices (ABNs)
May serve as a liaison in the community, providing education and offering financial assistance
Serve as the point person who links various areas of a complex health system into seamless service, coordinating communication between internal and external customers
Investigate patient financial problems to discover root causes and possible solutions via various hospital and payer systems
Read and interpret insurance plan benefits; explain benefits to patients, families and internal customers and interpret Michigan Medicine insurance plan participation status and explain how contract status impacts patient?s/family?s out-of-pocket costs
Investigate and resolve issues with third party payers including Medicare, Medicaid, Blue Cross/Blue Shield, commercial plans, motor vehicle coverage, worker?s compensation and COBRA
Identify performance improvement opportunities across revenue cycle including registration, clinic operations, information technology, charge entry, coding, documentation, billing, etc
Create payment plans (within established guidelines) at the conclusion of each patient contact as appropriate
Committed to team efforts, quality improvement and lean thinking initiatives
Respond quickly and act professionally/appropriately in stressful situations including de-escalation
Able to handle challenging patients and customers effectively and professionally
Demonstrates personal integrity, enthusiasm and empathy to internal and external customers
Takes initiative in independently and effectively resolving a variety of complex billing issues and problems
Demonstrate and communicate patient financial advocacy
Qualification
Required
Bachelor's degree in business, finance, healthcare or an equivalent combination of education and experience
Minimum of 3 years billing and/or claims experience in Revenue Cycle or healthcare setting with progressive levels of responsibility
Demonstrated teamwork, interpersonal, communication and customer service skills
Knowledge of medical terminology, ICD-9, CPT-4, and CDM codes
Knowledge of C-Snap, Web Denis, CHAMPS and other payor sites
Familiarity with Lean method of process improvement
Extensive knowledge with clinical business operation systems
Knowledge of 3rd party payer rules and (Medicare, Medicaid, BCBSM, commercial, MVA, worker's compensation)
Excellent record of attendance and punctuality
Demonstrate the highest standards in written communication, utilizing available and emerging technology and systems to maximize efficiency
Demonstrates cultural humility in communications with others
Preferred
Collections/Payment experience
Experience providing customer service in a call center environment
Knowledge of MiChart (Epic)
Knowledge of University policies and procedures, especially the UMHS Standard Practice Guide
Able to understand and resolve complex patient billing issues
In-depth knowledge of billing systems
Knowledge of medical terminology and coding including CPT, ICD-9/10
Company
University of Michigan
The mission of the University of Michigan is to serve the people of Michigan and the world through preeminence in creating, communicating, preserving, and applying knowledge, art, and academic values, and in developing leaders and citizens who will challenge the present and enrich the future.
10001+ employees
H1B Sponsorship
University of Michigan has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (662)
2024 (594)
2023 (787)
2022 (473)
2021 (411)
2020 (324)
Funding
Current Stage
Late StageTotal Funding
$359.75MKey Investors
Michigan Economic Development CorporationNational Institutes of HealthBreakthrough T1D
2025-07-17Grant· $1M
2025-06-07Grant· $1.17M
2025-04-23Grant
Leadership Team
Greg McGuire
Managing Director, Mcity
Robert Goodspeed
Chair, Urban and Regional Planning Program
Recent News
2025-12-19
IEEE Spectrum
2025-12-18
2025-12-17
Company data provided by crunchbase