Financial Counselor - Emergency Department Registration - Day Shift - Orlando Health Watson Clinic Lakeland Highlands Hospital, Lakeland Florida

Orlando Health•Lakeland, FL

6d•Onsite

About The Position

Position Summary Opening Summer 2026 at 4000 Lakeland Highlands Road, Lakeland, FL. The Orlando Health System of Care includes award-winning hospitals and ERs, specialty institutes, urgent care centers, primary care practices and outpatient facilities that span Florida’s east to west coasts, Central Alabama and Puerto Rico. Collectively, our dedicated team members honor our over 100-year legacy by providing professional and compassionate care to the patients, families and communities we serve. Join us! Combining the collective strengths of two powerhouse organizations, Orlando Health and the high-quality physicians at Watson Clinic are expanding access to award-winning specialty care for patients in Polk County and beyond. Opening in summer 2026, Orlando Health Watson Clinic Lakeland Highlands Hospital – a state-of-the-art, seven-story, multi-specialty hospital – will serve as a vital 550,000 square-foot healthcare hub offering: 300+ inpatient beds and 69 emergency and observation beds 11 operating rooms and four cardiac interventional suites Dedicated labor and delivery services – including a neonatal intensive care unit (NICU) that will debut shortly after the hospital opens Comprehensive cardiovascular, neurology, and oncology services Advanced surgical procedures Join us in shaping the future of healthcare in Polk County as part of the Orlando Health Watson Clinic Lakeland Highlands Hospital opening team and share in the privilege of saying you were there from the very beginning. Benefits Beyond the Expected Orlando Health is committed to providing you with benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life. We begin your benefits on day one and offer flexibility wherever possible, so that you can be present for your passions. “Orlando Health Is Your Best Place to Work” is not just something we say, it’s our promise to you. The Financial Counselor assists patients and their families with a host of services to ensure that the process of collecting payments is fully explained and is as comfortable as possible.

Requirements

High School or equivalent.
Must complete Patient Financial Services Orientation program and annual educational requirements
Two (2) years’ experience in a financial, business office, or customer service environment required.
Proficient in Windows Microsoft Office-based products (Word, Excel, PowerPoint).
Typing proficiency.
One (1) year PC/Windows experience.

Responsibilities

Understands the importance Orlando Health places on providing exemplary customer service and performs job functions in a manner that helps meet the department customer service goals.
Demonstrates a positive and professional approach and communicates effectively with customers and team members at all times.
Efficiently and accurately gathers and inputs patient/guarantor demographic and financial information
Contacts Primary Care or Admitting Physician to obtain authorizations, diagnosis, and procedure detail as necessary.
Explains necessary forms and obtains signatures from patient/guarantor.
Contacts appropriate payers, verifying benefits and obtaining necessary authorizations.
Explains insurance benefits and collects co-pays, deductibles and self-pay portions due.
Collects for related professional care when appropriate.
Documents authorization and benefit information in registration system.
Assembles patient record and obtains copies of relevant documents including insurance cards, photo identification cards and any advance directives.
Demonstrates a basic knowledge of third party reimbursement requirements and regulations.
Exhibits competency in the use of all registration systems, electronic verification tools and Web based resources.
Follows Patient Financial Services self-pay policies including completion of Guarantor Financial Statement Application, explanation of payment options and collections of monies due.
Follows Patient Financial Services policies related to cash handling.
Performs basic individual cashiering functions.
Collects and inventories patient valuables following policy guidelines.
Maintains basic understanding of the medical necessity screening process and appropriate systems.
Performs appropriate pre-registration functions including calling physician offices, insurance payers and the patient/guarantor, as necessary.
Maintains departmental logs for statistical reporting.
Consistently meets Quality Assurance standards set by Patient Access and the department.
Meets departmental goals regarding collections, productivity and customer service.
Maintains flexibility in work schedule availability that allows department to change/modify work schedule to meet departmental needs.
Meets federal, state and hospital requirements related to compliance issues.
Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
Maintains compliance with all Orlando Health policies and procedures.
Attends and participates in department staff meetings and attends other meetings as assigned.
Responsible for reviewing and adhering to all Patient Financial Services and departmental education initiatives.
Meets all corporate and Patient Financial Services annual recertification and education requirements.
Assists his/her manager in planning and organizing department activities.