Financial Counselor

Company Overview

Shriners Children’s is an organization that respects, supports, and values each other. Named as the 2025 best mid-sized employer by Forbes, we are engaged in providing excellence in patient care, embracing multi-disciplinary education, and research with global impact. We foster a learning environment that values evidenced based practice, experience, innovation, and critical thinking. Our compassion, integrity, accountability, and resilience define us as leaders in pediatric specialty care for our children and their families.

With 20+ hospitals, outpatient clinics, ambulatory care centers and outreach locations across the globe, we provide excellent care to children up to age 18 regardless of their family’s ability to pay or insurance status. Please click here to learn more about our locations.

Job Description

The Financial Counseling Representative plays a critical role in ensuring a positive financial experience for patients and families. This position provides comprehensive financial advocacy by assessing eligibility for internal and external financial assistance programs, supporting insured patients facing out-of-pocket cost challenges, and actively reducing financial barriers to care. The representative serves as a trusted liaison between patients, families, clinical teams, and the Benefits Assistance Team while maintaining compliance with all regulatory and organizational policies.

Key Responsibilities:

• Conduct thorough financial assistance screenings using the HEART application and other approved tools to determine eligibility for hospital charity programs and external financial resources.
• Assist insured patients experiencing financial hardship by evaluating eligibility for deductible, copay, and coinsurance support programs.
• Manage assigned financial assistance work queues efficiently, ensuring timely and accurate completion and follow-up.
• Investigate and resolve insurance discrepancies, coverage conflicts, and registration-related issues to prevent downstream denials and billing delays.
• Communicate clearly, empathetically, and professionally with patients and families regarding financial obligations and available support pathways while maintaining confidentiality.
• Collaborate with Benefits Assistance, Registration, Revenue Cycle teams, and external agencies to streamline financial clearance and enhance the overall patient financial experience.
• Monitor cases and documentation to ensure compliance with federal and state regulations, payer policies, hospital charity care standards, and HIPAA requirements.
• Identify trends in financial hardship and escalate complex cases or operational barriers to leadership for timely resolution and process improvement.
• Maintain accurate documentation within the electronic health record and related systems to support reporting, audit readiness, and program transparency.
• Contribute to a culture of patient advocacy by proactively assisting families through stressful financial situations and promoting equitable access to care.

Required Qualifications:

• 3 years prior experience in healthcare financial counseling, billing, insurance verification, patient access, or customer service 
• Epic EMR experience
• High School Diploma/GED

Preferred Qualifications:

• Associate's degree in business, healthcare administration, or related field