Financial Assistance Associate

***Financial Assistance Associate -  Wesley Avenue In-person work*

Join a team dedicated to SERVING our patients with compassion, RESPECTING every individual’s needs, and ENGAGING with professionalism and empathy. As a Financial Counselor Lead, you will play a vital role in ensuring patients feel seen, heard, and supported—upholding our commitment to EXCELLENCE while stewarding our resources with VALUE‑driven care.

We offer career growth opportunities and a comprehensive benefits package!  Apply today and grow your career with a team that truly values you. 

Location: TriHealth Norwood, 4600 Wesley Ave, Norwood, OH, 45212.  

Work Schedule: 

• Day shift 8a-430p
• Full-time 40 hours per week
• No weekends! 
• No holidays! 

Incentives & Benefits: 

*We offer a comprehensive benefits package—including medical, dental, vision, paid time off, retirement plans, and tuition reimbursement. Please view our benefits page  https://careers.trihealth.com/what-we-offer/benefits  

Job Requirements:

High School Diploma or GED (Required)
1 - 2 years clerical experience with multiple software applications and web-based programs (Required)
1 - 2 years exceptional customer service skills and written communication skills (Required)
Basic understanding of Revenue Cycle operations, medical insurance and medical terminology.
Ability to effectively prioritize work to meet deadlines.
Maintain accurate, up-to-date, and secure records of client interactions and financial information.
Guidance of patients through the completion and submission of financial aid applications.
Proficiency in performing mathematical calculations with accuracy.
 

Job Overview: 

The Financial Assistance Associate supports the Revenue Cycle team by ensuring accurate and timely processing of financial assistance eligibility, helping to reduce financial loss through precise account review, accurate eligibility determinations, and timely account adjustments that positively impact accounts receivable days and bad debt. The role is responsible for guiding customers through phone and electronic communication methods, gathering and validating patient demographic and insurance information, reviewing historical account details, and entering accurate data in Epic. This position requires the ability to interpret Proof of Income (POI) documentation and apply accurate financial assistance calculations in accordance with established guidelines. The associate maintains up to date knowledge of relevant federal, state, and local regulations, as well as organizational policies, to ensure ethical and compliant practices. The associate educates patients and internal customers on available financial assistance options and supports them through the application process. The role works collaboratively with multiple departments to resolve issues and ensure proper reimbursement for hospital and physician services. Using TriHealth Way best practices, the associate delivers exceptional customer service by providing timely, accurate information and escalating issues appropriately to support positive resolutions.

Job Responsibilities:

Meets productivity targets including completion of financial assistance cases/work queue assignments and timely follow up on open cases and notification of case approvals/denials.
Demonstrates consistent accuracy in financial assistance screenings, documentation, and Epic data entry, as evidenced by meeting or exceeding quality and audit standards.
Maintains a working knowledge of Federal, State, and local laws and regulations, as well as other policies and procedures to ensure adherence in a manner that reflects honest, ethical, and compliant financial assistance practices.
Identifies trends, process gaps, or recurring issues, analyzes root causes, and shares observations and recommended solutions with leadership to support workflow improvements.
Independently resolves routine account issues and appropriately escalates complex cases, to Lead/Leadership to achieve timely resolutions.

Working Conditions:

Concentrating - Consistently
Continuous Learning - Frequently
Hearing: Conversation - Frequently
Hearing: Other Sounds - Occasionally
Interpersonal Communication - Consistently
Pulling - Rarely
Pushing - Rarely
Reaching - Occasionally
Reading - Consistently
Sitting - Consistently
Standing - Occasionally
Talking - Occasionally
Thinking/Reasoning - Consistently
Use of Hands - Consistently
Color Vision - Occasionally
Visual Acuity: Far - Rarely
Visual Acuity: Near - Consistently
Walking - Occasionally

TriHealth SERVE Standards and ALWAYS Behaviors

At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following:

Serve: ALWAYS...
• Welcome everyone by making eye contact, greeting with a smile, and saying "hello"
• Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist
• Refrain from using cell phones for personal reasons in public spaces or patient care areas

Excel: ALWAYS...
• Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met
• Offer patients and guests priority when waiting (lines, elevators)
• Work on improving quality, safety, and service

Respect: ALWAYS...
• Respect cultural and spiritual differences and honor individual preferences.
• Respect everyone's opinion and contribution, regardless of title/role.
• Speak positively about my team members and other departments in front of patients and guests.

Value: ALWAYS...
• Value the time of others by striving to be on time, prepared and actively participating.
• Pick up trash, ensuring the physical environment is clean and safe.
• Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.

Engage: ALWAYS...
• Acknowledge wins and frequently thank team members and others for contributions.
• Show courtesy and compassion with customers, team members and the community

Company