Patient Financial Counseling Coordinator Call Center

The Patient Financial Counseling Coordinator leads the daily operations of St. Peter's Patient Financial Advocacy team, including the Billing Call Center and Financial Navigation functions. This role combines team leadership, operational oversight, and revenue cycle expertise to ensure patients receive exceptional financial support while maintaining efficient, compliant departmental performance. The Coordinator mentors staff, improves workflows, monitors key performance metrics, resolves complex patient account issues, and partners across the organization to strengthen financial outcomes, patient satisfaction, and access to care.

EDUCATION/ EXPERIENCE

• High school diploma or GED required; Associate's degree or some college coursework preferred.
• Completion of all mandatory education and annual review requirements.
• Minimum 5 years of experience in customer service, preferably within a healthcare or revenue cycle setting.
• Experience in a supervisory or lead role strongly preferred.

KNOWLEDGE

In-depth understanding of credit and collections laws, HIPAA, and patient financial assistance programs. Proficiency in billing software, Meditech, EPIC/IMH, Microsoft Office Suite (Word, Excel), and data analysis tools. Strong organizational, problem-solving, and critical-thinking skills with attention to detail. Exceptional interpersonal and communication skills (verbal, written, and electronic). Ability to handle confidential information with discretion. Ability to work independently and manage multiple priorities in a fast-paced environment. Skilled in conflict resolution, negotiation, and facilitating solutions with staff, patients, and external partners. Flexible and adaptable to changing departmental needs and organizational priorities. Demonstrates emotional intelligence and professional maturity in managing difficult situations.