Senior Financial Counselor
Cleveland Clinic Abu Dhabi
Total years of experience :13 years, 10 Months
Handles all complex financial discussions with patients and families and performs scheduling functions for self-pay patients
Proactively calls patients to discuss financial issues and works with patients and families towards finding the most appropriate solution
Rounds in the hospital emergency department to ensure patient payment liability is resolved post patient stabilization
Educates other Patient Access Caregivers on health insurance regulations updates and changes
Performs financial analyses and reporting as required by Manager and monitors performance dashboards that reflect access to patient care, patient flow and patient cost-share collection
Obtains and collects necessary financial data to help qualify patients for the best financing option
Resolves workqueues for financial clearance within acceptable timeframes to ensure scheduling for patient’s appointment is not delayed
Continuously seeks creative options for patients to resolve financial obligations to CCAD
Develops forms, letters with regards to patient financial responsibility and follow up
Will have to possess and maintain an understanding of financial assistance options such as charity care, Crown Prince GOPs, Activity Based Mandates, Red Letter process
Flexibility in handling international patients including coordination, follow-up and understanding of international health insurance business programs
Other duties as assigned
Handles patient scheduling for outpatient and other ancillary department visits
Checks the database for available preferred schedules to meet patient’s first choice for dates and times
Confirms future appointments as well as any changes to existing appointments with patients via phone
Conducts follow-up phone reminders as well as other avenues (e.g., SMS, E-mail)
Performs insurance verification, determines eligibility for services, and informs patients of the financial responsibility for services
Collects insurance and demographic information and updates the system as needed while the patient is still on the phone
Communicates estimate of charges as applicable prior to patient appointment
Determines if patient requires financial counseling and proactively refers patient to the Senior Financial Counselor
Ensures that all necessary insurance eligibility and authorization is complete prior to appointment
Provides non-clinical instructions to patients as needed to help the patients manage expectations if any preparation is needed
As part of customer service orientation, shall be able to assist patients in activating MyChart
Required to work collaboratively with nursing and medical departments in coordinating schedules to ensure seamless and positive patient experience
Required to be flexible in handling international patients, including coordination, follow-up and understanding of the international insurance business programs
Responsible for delivering results for key performance indicators as established by the Manager/Director of Patient Access
Other duties as assigned
open a new file for the new patients Receive calls and provide all the needed information
solve the problems with patient in a friendly way
solve the patients complaints about time
escort patients to the different department in the hospital
translate from English - Spanish - French - Arabic to Arabic - English - French- spanich between patient, doctor and nurse
send e-mails to the different department in the hospital
familiarly with more than 100 insurance companies in dubai and outside dubai
explain to the insurance company the complaining of the patients and give them the specifics information about the patient case to get approval
take approval from the insurance companies for admission and labs, ct, xray, ultrasoun
generate the insurance bills
Receive calls from insurance companies from inside and outside dubai and discuss with them the coverage of the patient and receive the GOP from them
Send e-mails to the insurance companies to ask about the patient situation and ask for GOP
Maintain Contact with local agencies to seeks GOP for the patient such as GAC, CONNEX, ISOS, SOS International..)
Managing All the Department area
receive patient and welcome them warmly
ask the patient about his presenting complaint
register the patient if he has a file
Receive calls and provide all the needed information
solve the problems with patient in a friendly way
solve the patients complaints about time
escort patients to the different department in the hospital
translate from English - Spanish - French - Arabic to Arabic - English - French- spanich between patient, doctor and nurse
send e-mails to the different department in the hospital
enter the doctor orders in the system
verify the labs and medical imaging
discuss the insurance coverage with patients
familiarly with more than 100 insurance companies in dubai and outside dubai
explain to the insurance company the complaining of the patients and give them the specifics informations about the patient case to get approval
take approval from the insurance companies for admission and labs, ct, xray, ultrasoun
generate the insurance bills
Receive calls from insurance companies from inside and outside dubai and discuss with them the coverage of the patient and receive the GOP from them
Send e-mails to the insurance companies to ask about the patient situation and ask for GOP
admit patient from ER to the wards
discuss with the patient the policy of admission (deposit, exclusions in the insurance, refunds)
get approvals from the insurance companies to admit patients
Finance :
discharge cash and insurance patients
arrange all the bills and send it to the finance
refund the money from hospital account to patient accounts\credit cards
discharge inpatient and outpatient bill
provide to the vip patients a special service
receive calls from vip patients and take for them appointement
coordinate with public relations manager the Vip patients visit
Escort the Vip patients to the different department of the hospital
• Report on weekly basis to the CEO about the sales volumes, customer size and pricings.
• Manage the tasks, activities and report their performance to the CEO.
• Assist in daily duties and report daily basis about sales.
• Manage relations with Local Suppliers and report their contacts to the CEO.
• Share the Committee of Inventory in Rotation.
• Handle all responsibility related of any loss during the shop in his custody.
• Take all responsibility of loss of goods occurred by customers, sales men or a mistake in inventory.
• Close sales account on daily basis.
• Maintaining and developing relationships with existing customers via meetings, telephone calls and emails.
• Visiting potential customers to prospect for new business.