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Job Details

SIDRA4850 - Financial Counselor

Department: Revenue Cycle Div
Division: Revenue Cycle Dept
Contract Type: Full Time
Closing Date: 22-May-2019
Organizational Profile:

Sidra Medicine is a state of the art academic medical center that will function to the level of the highest international standards. Its clinical focus is on the specialty care of women and children.

Sidra’s Vision is: “Sidra Medicine will be a beacon of learning, discovery and exceptional care, ranked among the top medical centers in the world”.

Achieving this vision will encompass three essential activities:

World Class: Patient and Family Centered Care Health Education Biomedical Discovery

Department/Branch Profile:

The Finance department will contribute to realization of Sidra’s vision by providing strategic direction, stewardship and excellence of service.

Finance includes the following core functional areas:

  • Financial Services
  • Reporting, Planning and Budgeting
  • Corporate and Treasury Finance
  • Patient revenue, billing and insurance


Finance provides services to departments across the organization and also works with external partners at both the operational and government level.
Job Summary:

The Financial Counselor is a member of the Patient Financial Services Team. This position will be responsible for advising and counseling patients and/or guarantors as to rights, responsibilities and procedures with regards to payment related to their episode of care; Ensures that the hospital receives maximum payment for all services rendered, while assisting the patient with any and all avenues of financial assistance available to them. The Incumbent is required to interact with patients and families related to specific sections in the medical affairs as and when required. 

Key Role Accountabilities:
  • Advises and counsels patients and guarantors as to rights, responsibilities and procedures with regards to payment related to their episode of care as per established hospital policies and procedures.
  • Monitors in-house patients’ accounts to ensure hospital receives maximum payment for all services rendered.
  • Ensures that patients’ discharge have been completed in timely manner as per defined performance indicators. 
  • Discusses payment arrangement options and/or charity assistance with patients while still  in-house.
  • Responds to patients’ insurance benefit questions, generate charge estimates and assist with making payment plans as per defined guidelines.
  • Addresses all questions and concerns in courteous professional manner.
  • Liaises with patients/families to identify the most appropriate account resolution as per established hospital policies and procedures.
  • Advises patients/families on any and all avenues of financial assistance available to them and establishes payment arrangements/plans for patients with financial hardship.
  • Assists patients/families with financial assistance applications as needed and completes referral to external charity processing as appropriate.
  • Ensures appropriate signatures are obtained on all necessary forms
  • Provides training for new Assistant Financial Counselors and conducts additional training on as needed basis
  • Collects cash from patients/families: performs down payment transaction in system, generates receipt voucher and collects deposits payments and any other out of pocket amounts due from patients.
  • At discharge, reviews, reconciles and ensures collection of remaining balance from patients/families as per defined guidelines.  
  • At the end of the shift, reconciles the amounts collected from patients with the amounts on the payment transactions report generated from the system and reports any discrepancy amount if any.
  • Performs urgent requests in a timely manner and escalates issues to Line Manager as deemed necessary.
  • Updates the system with any actions, comments or issues that is related to the patient account (conversations with patients, notes, approval, partial approval, denials or request of additional information, etc.)
  • Maintains proper logs and documentation on assigned requests.
  • Covers on-call shifts as per set monthly schedule and compliant with hospital policies and procedures.
  • Participates in department meetings and departmental process improvement activities.
  • Maintains confidentiality of all patients and medical/clinical information
  • Maintains working documents in accordance with internal record keeping standards
  • Maintains confidentiality at all times.
  • Maintains a professional demeanor and upholds the organizational values at all times.
  • Follows all Hospital related policies and procedures.
  • Participates in professional development activities when applicable.
  • Performs other related duties as assigned.
  • Adheres to Sidra’s standards as they appear in the Code of Conduct and Conflict of Interest policies.
  • Adheres to and promotes Sidra’s Values.


In view of the evolving needs and opportunities within Sidra during this pre-operational phase, this position may be required to perform other duties as assigned and reporting relationships may vary.

Qualifications, Experience and Skills - Selection Criteria:





Bachelor’s Degree in Business, Commerce or other related field

Formal revenue cycle, health insurance and/or patient experience training


  • Minimum of two (2)+ years’ experience in a healthcare facility
  • At least one year experience in a similar role as financial counselor or patient access office

Experience in a large healthcare facility

Certification and Licensure


CRCR HFMA Certification or equivalent

Professional Membership



Job Specific Skills and Abilities

  • Demonstrated organizational and time management skills
  • Demonstrated knowledge of medical insurance and coverage
  • Demonstrated ability to understand medical terminology
  • Demonstrated ability to prioritize work
  • Demonstrated ability to analyze and do due diligence investigations
  • Demonstrated ability to be flexible and responsiveness to changing workloads
  • Demonstrated skill in Customer Service and effective and tactful communications with patients/ families during stressful situations
  • Excellent interpersonal and communications skills
  • Proficiency with Microsoft Office suite
  • Fluency in written and spoken English and Arabic
  • Fluency in other languages
Sidra’s Organizational Values:
  • Trust: Being competent; acting consistently, reliably and predictably; acting with honesty and integrity; respecting patient, employee and commercial confidentiality; delivering on commitments
  • Care: Acting with empathy, kindness and compassion; being humble; listening and responding; acting with cultural sensitivity; Caring for patients and staff
  • Teamwork: Sharing information and knowledge and learning from demonstrated expertise; being respectful, and thereby earning respect of others; acting with professionalism; leading and following; collaborating and being accessible
  • Transparency: Frequent and honest communication; open access to information for decision making; willingly acknowledge shortcomings; speaking up about concerns; publishing performance indicators
  • Innovation: Freedom to innovate; welcoming ideas and encouraging creativity; supporting talent; creating confidence; celebrating successes
  • Efficiency: Providing measurable value; using data to drive decision making; having and achieving clear goals; building processes that work; continuously improving outcomes in patient and family care
Privacy and Application Policy

To the extent permitted by applicable laws and regulations, Sidra Medical and Research Center ("Sidra" or "we") collect, use and disclose your personal information in accordance with the principles set out below.

By submitting your CV or job application, you acknowledge that any personal or other information you supply to us may be used by Sidra to assess, evaluate and check your candidacy. You further acknowledge that we may make copies, reproduce, organise, modify, and analyse the information supplied for the purposes of making a selection decision.

You expressly acknowledge that submitting your application does not mean that you will be contacted for an interview or that you will be made an offer of employment.

We reserve the right to discontinue the recruitment process at any stage. Similarly, you have the right to withdraw your active application at any stage of the recruitment process.

We would like to assure your application will be treated with due diligence and thank you for considering employment with Sidra.

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