Healthcare Patient Assistance Representative - South/Central Region - Hackensack Meridian Health

Our team members are the heart of what makes us better.

At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Financial Assistance Representative is responsible for screening patients who have no insurance or are under insured for State of New Jersey (NJ) Medicaid, State of NJ Charity Care or State of NJ Get Covered NJ Marketplace and assist in completing the appropriate applications, either face to face (bedside or office appointment) or by phone. Directly responsible for accurately processing Presumptive Eligibility (PE) Medicaid and for the follow up process to ensure patients become enrolled in NJ Family Care (NJFC). Review all supporting documentation. Is compliant with all Federal and State regulations. Provides timely updates to ensure successful reimbursement.

Please be aware that this is not a finance oriented role, but rather you are assisting patients with filling out the necessary applications to get insurance. 

A day in the life of a Financial Assistance Representative at Hackensack Meridian Health includes:

• Assists in the completion of financial assistance applications and obtaining signatures of patients or designee either at bedside, applicable intake office, via the call center or through the mail.
• Asks appropriate screening questions to determine which financial assistance patients are qualified for and clearly identifies documentation needed to support applications.
• Analyzes documentation such as bank statements, tax forms, attestations, etc. to ensure compliance with State regulations.
• Use online insurance eligibility systems to ensure eligibility for assistance.
• Answers telephone calls (including call center) promptly and courteously using the approved greeting/scripting.
• Voice mail messages are checked and addressed within one hour.
• Accurately interpret patient requests, screen for all appropriate insurance plans, if appropriate, start application over the phone and clearly identify what documentation is needed/next steps.
• All issues are resolved promptly and respond to all questions/comments with empathy.
• Accurately enters data into the State of NJ PE/New Jersey Family Care systems and ensures that all PE/NJFC confirmations are mailed to patients on a timely basis. Accurately enter data into the HMH Financial Assistance workflow system, add appropriate notes to the account and assign an accurate status for timely follow up..
• All Charity Care applications are to be approved or denied within 45 days of submission.
• Open mail, scan documents and enters notes into systems in a timely manner.
• All applications and supporting documentation are scanned into HMH document imaging system in audit ready order.
• Completes daily, weekly and/or monthly reports as required.
• Works in collaboration with our customers, including patients and all applicable HMH departments who have patients that require financial assistance.
• Provides on-site support to various departments screening patients and ensuring successful reimbursement to those departments.
• Attends Get Covered NJ Certified Applications Counselor events as required.
• Other duties and/or projects as assigned.
• Adheres to HMH Organizational competencies and standards of behavior.

Education, Knowledge, Skills and Abilities Required:

• High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
• Must be proficient with workflow/work queue systems, Patient Management system, document Imaging, PDF creators, Microsoft Office/Google and website applications.
• Uses customer service skills to increase patient satisfaction.
• Strong critical thinking skills.
• Strong, clear written and verbal communications.
• Attention to detail.
• Proficient computer skills including but not limited to Microsoft Office and Google Suite platforms.
• Must be willing and able to travel to other HMH sites within the region when needed to fill in or for PTO/FMLA

Education, Knowledge, Skills and Abilities Preferred:

• Bi-lingual (Spanish) Preferred.
• One or more years of experience with NJ Charity Care regulations, NJFC program and/or other related financial assistance/counseling programs.

Licenses and Certifications Required:

• Must pass Presumptive Eligibility (PE) certification at hire, as well maintain any future updates/re-certifications, as required by the State of NJ.
• Must obtain Certified Application Counselor Certification through State of NJ Get Covered NJ upon hire and maintain via annual recertification. 

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!