Performance Evaluation

Position:Financial CounselorOrigin Date:10/25/06

Reports to:AR Manager / Software SpecialistRevision Date:01/25/10

Summary:Provides financial counseling assistance and customer service to patients and families. Responsible for self-pay accounts, working with the patient’s guarantor and collecting those balances. Performs all defined services and other related duties in accordance with the mission of Peoples Community Health Clinic, Inc. (PCHC)

Protected Health Information Requirements:

  • This position will require the use or disclosure of protected health Information.
  • This position will use the Payment class of protected health information.
  • Restrictions on the protected health information for this position will follow the Privacy Policies of Peoples Community Health Clinic, Inc.
  • Use or disclosure of protected health information not routinely available to this position will follow procedures assessed by or directed by management.

Essential Functions:

Coordinates and implements the collection process.
Negotiates monthly payment agreement with guarantor.
Works with patients and families to implement financial assistance program.
Processes refunds.
Processes unapplieds.
Supports a service-oriented atmosphere in accordance with Peoples Community Health Clinic Mission and Philosophy.
Follows policies and procedures.
Works to improve work processes and clinical outcomes including health disparity and quality improvement collaboratives.
Develops and maintains own competence.
Maintains a safe working environment and practices safe working habits.
Assists in control of PCHC resources.
Protected Health Information Access (HIPAA) Patient Records – Yes Medical Information System - Yes
Ensures the privacy and security of merchant card transactions and data.

Qualifications:

Education / High School diploma.
Experience / Minimum of 3 years medical office experience, or 1 year accounting processing experience.
Cognitive Skills (Language, Math, Reasoning Ability) / Basic language, intermediate math, intermediate reasoning ability.
Computer Skills / 10-key calculator. Working knowledge of MS Office Products (ex. Excel, Word, Access, Power Point) and Windows Platform. Must be comfortable moving within an EMR computer system regularly.
Other Skills / Ability to communicate clearly. Ability to perform multiple tasks with frequent interruption. Ability to be very detail oriented. Strong public relations/customer service skills.
Certificates & Licenses
Work Environment Hazards / None
Personal Protective Equipment Required / None
Physical Demands Summary (See Physical Abilities Analysis for detailed requirements) / Moderate deviation of wrist, frequent hand/wrist repetitions and fine motor skills, moderate both handedness; requires 20/20 near vision.

Patient Population:Not applicable.

Competency Criteria Defined:

  • Exceptional Performance (EP): This rating indicates the employee’s overall performance consistently exceeds normal job requirements and could be eligible to receive special recognition.
  • Strong Performance (SP): This rating indicates the employee’s overall performance at times, but not consistently, exceeds all job requirements and is at times superior in the major duties of the position.
  • Meets Standards of Performance (MSP): This rating indicates the employee consistently meets all of the job requirements and competencies relating to this position.
  • Needs to Develop Performance (NDP): This rating indicates the employee’s overall performance fails to meet the minimum requirements of the position functions and competencies relating to the position. This rating requires additional training or action plan.

Position Function / Competency / EP / SP / MSP / NDP / Comments
  1. Coordinates and implements the collection process.
/
  1. Responds to caller concerns regarding outstanding accounts.

  1. Analyzes self-pay accounts to determine how collection will be handled and payer’s ability to pay.

  1. Requests additional information from customers regarding alternate method of payment to prevent write-off.

  1. Documents details of calls from customers.

  1. Will track bad address write offs and reverse when new address is entered.

  1. Utilizes parameters to determine bad debt and processes accordingly.

  1. Negotiates monthly payment agreement with guarantor.
/
  1. Sets up payment agreements.

  1. Monitors arrangement accounts, sending payment reminder letter and canceling arrangements when necessary.

  1. Works with patients and families to implement financial assistance program.
/
  1. Follows up on financial assistance application when incomplete.

  1. Explains PCHC ‘s assistance program when appropriate and gathers all necessary income information.

  1. Reviews financial form and patient’s income information to ensure that correct financial assistance is given.

Position Function / Competency / EP / SP / MSP / NDP / Comments
  1. Processes refunds.
/
  1. Identifies and processes patient refunds.

  1. Processes unapplieds.
/
  1. Identifies and processes unapplied patient funds.

  1. Supports a service-oriented atmosphere in accordance with Peoples Community Health Clinic Mission and Philosophy.
/
  1. Demonstrates a cooperative and courteous manner towards patients, families, and visitors while carrying out job functions.

  1. Works cooperatively with physicians, co-workers, students, and other PCHC personnel.

  1. Listens attentively to complaints and resolves or refers to appropriate individual.

  1. Prioritizes work, taking into account the needs of patients, own department and other departments.

  1. Demonstrates concern for patients’ rights, privacy, and dignity.

  1. Suggests areas for process improvement and assists in making improvements when appropriate.

  1. Follows policies and procedures.
/
  1. Adheres to policies and procedures for care delivery or support of care delivery.

  1. Adheres to human resources policies and procedures (i.e., attendance, meal periods & breaks, personal appearance).

  1. Maintains strict confidence of patient and PCHC Information.

  1. Uses automated time and attendance system correctly.

  1. Works to improve work processes and clinical outcomes including health disparity and quality improvement collaboratives.
/
  1. Supports disease management team activities.

Position Function / Competency / EP / SP / MSP / NDP / Comments
  1. Develops and maintains own competence
/
  1. Keeps all required licenses, registrations and/or certifications current.

  1. Attends required PCHC programs and department meetings.

  1. Completes required skills assessments and training.

  1. Supports a continuous learning environment by participating in developmental opportunities (i.e., professional affiliations, keeping informed of developments in area of expertise).

  1. Follows action plans and works to achieve goals identified on competency assessment.

  1. Participates on committees and in budgetary process when requested.

  1. Maintains a safe working environment and practices safe working habits
/
  1. Adheres to fire, safety, disaster, and infection control policies and procedures.

  1. Attends required safety programs.

  1. Files incident report within 24 hours of incident.

  1. Uses equipment safely and appropriately.

  1. Reports and removes unsafe equipment.

  1. Assists in control of PCHC resources.
/
  1. Uses phones, equipment, supplies, and energy appropriately.

  1. Protected Health Information Access (HIPAA) Patient Records – Yes Medical Information System - Yes
/
  1. Adheres to Privacy policies and procedures

  1. Attends required Privacy programs

  1. Utilizes Privacy Officer appropriately

  1. Reports and documents suspected privacy violations

  1. Ensures the privacy and security of merchant card transactions and data.
/
  1. Understands credit card policy training and signs policy as well as follows the transaction procedures outlined in the written policy.

Observation of daily work indicates employee continues to meet the physical demands of the job.

_____Yes_____No (assessment by Occupational Health required)

Employee appropriately and consistently uses the personal protective equipment required of the job.

_____Yes_____No (requires action plan)_____N/A

Observation of daily work demonstrates competency in providing age-specific care to the patient population served.

_____Yes_____No (requires action plan)_____N/A

Competency Summary:

______Exceptional Performance

______Strong Performance

______Meets Standards of Performance

______Needs to Develop Performance (attach action plan for competency development)

What contributions have been made by this individual that you would like to recognize?

______

______

______

Summarize the areas where competency development is needed.

______

______

Re-assess competency in_____3 Months_____Other (specify______)_____Next Cycle

First-Level Management Signature______Date______

Second-Level Management Signature______Date______

Employee Signature______Date______