Financial Counseling Representative

#LI-Remote

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.

All employees are eligible for medical coverage on their first day! In addition, upon hire all employees are eligible for a 403(b) and Roth 403(b) Retirement Saving Plan with matching contributions of up to 6% after one year of service. Employees in a FT or PT status (40+ hours per pay period) will also be eligible for paid time off, life insurance, short term and long-term disability and the Flexible Spending Account (FSA) plans and a Health Savings Account (HSA) if a High Deductible Health Plan (HDHP) is elected. Additional benefits available to FT and PT employees include tuition reimbursement, home & auto, hospitalization, critical illness, pet insurance and much more! Coverage is available to employees and their qualified dependents in accordance with the plans. Benefits may vary based on state law.

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.

• →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.

This is not an all-inclusive list of this job’s responsibilities. The incumbent may be required to perform other related duties and participate in special projects as assigned.

Required:

• 3 years of experience in at least one of the following: healthcare financial counseling, insurance verification, patient access or customer service within a healthcare setting
• Epic EMR experience
• Bilingual English / Spanish
• High School Diploma/GED

Preferred:

• Associate's Degree in Business, Healthcare Administration or related field
• Billing experience helpful