Job Description
About Shepherd Center
With five decades of experience, Shepherd Center provides world-class clinical care, research, and family support for people experiencing the most complex conditions, including spinal cord and brain injuries, multi-trauma, traumatic amputations, stroke, multiple sclerosis, and pain. An elite center ranked by U.S. News as one of the nation’s top hospitals for rehabilitation, Shepherd Center is also recognized as both Spinal Cord Injury and Traumatic Brain Injury Model Systems. Shepherd is the only rehabilitation facility in the nation with an intensive care unit on-site, allowing us to care for the most complex patients and begin the rehabilitation process sooner. Shepherd Center treats thousands of patients annually with unmatched expertise and unwavering compassion to help them begin again.
Shepherd Center's culture is one of hope, humor, and hard work. You will enjoy career growth, strong relationships with co-workers, strong support from leadership, and fun activities that have kept over 12% of staff members working at Shepherd for more than 20 years.
The Financial Clearance Specialist is responsible for ensuring patients are financially cleared prior to services by verifying insurance coverage, interpreting benefits, coordinating authorizations, delivering estimates, and providing financial counseling. This role serves as a key liaison between Patient Access Services, Patient Financial Services, and patients to reduce financial risk, ensure regulatory compliance, and enhance the patient’s financial experience.
JOB RESPONSIBILITIES
- Provide expert guidance to patients and families by explaining insurance benefits, coverage limitations, estimates, and financial responsibility for planned or received services
- Interpret and explain benefits, explanations of benefits (EOBs), authorizations, denials, and payer determinations to patients and families
- Document benefit details, estimates, and financial discussions accurately within the EHR
- Ensure compliance with CMS-required notices, the No Surprises Act, and price transparency requirements, including delivery and explanation of patient estimates
- Establish and negotiate payment plans with patients as appropriate and in accordance with organizational policy
- Serve as the first point of contact for explaining Shepherd Center’s Financial Assistance Program (FAP) and coordinate submission of required documentation
- Perform POS collections, maintain cash drawer accuracy, process credit card transactions, and communicate effectively with patients and guarantors regarding balances
- Collaborate closely with Insurance Verification Specialists, escalating complex coverage, authorization, or financial clearance issues as needed
- Receives escalations from Insurance Verification Specialists for complex financial clearance scenarios
- Partner with Patient Financial Services, Case Management, Managed Care, and insurance carriers to resolve complex financial and coverage scenarios
- Meet with patients and families in clinics or at the bedside as required, demonstrating compassion, professionalism, and financial expertise
- Answer incoming calls, respond to voicemails and emails, and route patient inquiries appropriately in a timely manner
- Maintain working knowledge of registration workflows and provide cross-coverage support for outpatient clinics as needed
- Practices proper safety techniques in accordance with Center and departmental policies and procedures. Responsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system.
- Monitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility. Identifies potential risk areas within area of responsibility and supports problem resolution process.
REQUIRED MINIMUM EDUCATION
- High School Diploma or GED required
REQUIRED MINIMUM CERTIFICATION
REQUIRED LICENSURE
REQUIRED MINIMUM EXPERIENCE
- 3–5 years of progressive experience in patient access, financial clearance, healthcare billing, or related revenue cycle functions, preferably in a hospital or physician enterprise.
REQUIRED MINIMUM SKILLS
- Strong working knowledge of commercial, managed care, and governmental insurance plans
- Demonstrated ability to interpret benefits, authorizations, and payer determinations independently
- Strong math aptitude and financial acumen
- Excellent written and verbal communication skills
- Proficiency with Epic and Microsoft Office tools
- Ability to manage sensitive financial conversations with professionalism and empathy
PREFERRED QUALIFICATIONS
- Associates or Bachelor's degree preferred
- CPAR or CHAA preferred
- CHAM or HFMA CRCR a plus
PHYSICAL DEMANDS
- Sedentary work with occasional standing, walking, or lifting up to 15 pounds.
WORKING CONDITIONS
- No potential for exposure to blood and body fluids.
