Senior Financial Navigating Specialist

CAREER OPPORTUNITY OFFERING:

• Bonus Incentives

• Paid Certifications

• Tuition Reimbursement

• Comprehensive Benefits

• Career Advancement

• This position pays between $20.45 - $22.50/hr based on experience

***This position is an onsite role, and candidates must be able to work on-site at Thedacare Medical Center, Appleton, WI****

The Opportunity:

The Financial Navigating Senior Specialist is a key resource for patients throughout their financial journey, from admission through post-discharge. This role provides personalized guidance to help patients understand and manage healthcare-related financial obligations. Responsibilities include reviewing benefits, estimating out-of-pocket costs, facilitating payment arrangements, and ensuring compliance with organizational and regulatory requirements. Calculates patient liability estimates and collect payments at point of service. Addresses billing and coverage inquiries and maintain accurate account documentation. Provides education and problem resolution to enhance patient experience and financial performance. Monitors trends, prepare operational reports, and support process improvement initiatives to reduce financial barriers and improve satisfaction.

Job Responsibilities:

• Navigator will have subject matter knowledge in the following functional areas:

• Financial Counseling

• Public Benefits Eligibility

• Billing

• Customer Service

• Ability to triage patient questions and ensure resolution

• Perform regular patient rounding in the registration lobby to ensure efficient patient throughput and optimal patient experience

• Take a proactive approach in patient education to improve:

• Patient experience to improve financial performance

• Ensure continuity on challenging in-house cases

• Face-to-face connection with patients throughout their care journey

• Real time feedback and issue resolution

• Proactively identify financial process gaps

• Maintain consistent communication and collaboration with the client patient care advocate or designated personnel that receive external patient inquiries, concerns, or complaints

• Communicate and collaborate with other personnel as needed, including case management, social workers, customer service or physician liaisons

• Produce monthly operating report for executive review

• Trend analysis of issues discovered, actions taken, project proposal, etc.

• Answers inbound phone calls during peak call hours

• Research and responds to account inquiries in a timely manner

• Knowledge of all aspects of the revenue cycle and processes to troubleshoot and resolve issues

• Must demonstrate critical thinking, problem solving and knowledge of all the Revenue Cycle areas and processes to be effective in the position

• Work with leadership team to implement workflow changes if appropriate

• Communicate patterns and trends with other departments to improve work standards

• This position will work closely with the customer service department to ensure we have a standardized approach in training, education, technology, and processes

• Performs other duties as assigned

Experience We Love:

• 3-5 years' experience in multiple areas of the revenue cycle is preferred, including but not limited to a financial counselor role, customer service role, or other applicable roles

• Prior customer service and/or hospital experience is a plus

Required Qualifications:

• High School diploma/GED required

• CRCR Required within 6 months of hire

• Must be inquisitive and demonstrate openness to innovation including AI to explore better processes and ways to alleviate friction and improve patient and client experiences.

Qualifications We Love:

• Bachelor’s degree or Equivalent experience in Healthcare Management / Administration.