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Job Details

SIDRA4980 - Future Vacancy - Financial Counselor

Department: Revenue Cycle Div
Division: Revenue Cycle Dept
Contract Type: Full Time
Closing Date: 11-Dec-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


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

  • Business Process Improvements

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


The Financial Counselor is responsible for processing pre-authorization requests submitted by clinical departments manually or through the Cerner Health Information System. He/she is also responsible for working with patients to insure 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. The Financial Counselor is also required to have extensive communications with insurance providers as well as Sidra clinical staff to resolve matters related with the specific domain assigned. The incumbent is responsible to train staff the Financial Counselor I position holders.


  • Advises and counsels patients and guarantors as to rights, responsibilities and procedures with regards to payment for care

  • Responds to patients’ insurance benefit questions, generate charge estimates and assist with making payment plans

  • Addresses all questions and concerns in courteous professional manner

  • Liaises with patients/families to identify the most appropriate account resolution

  • Coordinates with patients/families on method of payment and establishes payment arrangements/plans if patients have problems with payment

  • Creates payment plans tailored to the needs of patients/families after thorough evaluation, this may include a pre-procedure deposit as well as a monthly payment agreement

  • Assists patients/families with financial assistance applications as needed and completes charity processing for assigned patients, as appropriate

  • Ensures appropriate signatures are obtained on all necessary forms

  • Provides training for new Financial Counselors I and conducts additional training on as needed basis

  • Assists in cash collection from patients/families: performs down payment transaction in system, generates receipt voucher and collects down payment amounts/co-payments and other out of pocket amounts from patients

  • At discharge, ensures to collect the remaining balance from patients/families

  • 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

  • Processes assigned pre-authorization requests through manual and electronic internal referral systems

  • Prioritizes pre-authorization requests

  • Submits and follows up pre-authorization requests prepared by Financial Counselor I and other inquiries to the NHIC (National Health Insurance Company) and other insurance providers

  • Communicates with assigned Sidra  clinical staff departments to obtain additional information as required by the insurance provider or the payer

  • Performs urgent pre-authorization requests in a timely manner in agreement with Manager of insurance and escalates issues to senior financial counseling staff on as needed basis

  • Works with health insurance providers and key departments to promote an understanding of pre-authorization requirements and processes

  • Updates the system with the outcomes of the pre-authorization requests (approval, partial approval, reason of decline or request of additional information, etc.)

  • Notifies the concerned staff about the outcomes of the pre-authorization requests

  • Maintains proper logs and documentation on assigned requests

  • Participates in departmental process improvement activities

  • Maintains confidentiality of all patients and medical/clinical information

  • Performs other functions as necessary to accommodate departmental change, workload and emergencies

  • Adheres to Sidra policies and procedures; code of conduct and privacy confidentiality standards


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


  • Bachelor Degree - Commerce, Health Information, healthcare field or related field
  • 3+ Years’ experience in a healthcare facility

  • At least one year experience in a similar role as financial counselor or patient access office
  • 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 skills

  • Proficiency with Microsoft Office suite

  • Fluency in written and spoken English and Arabic

  • Proficiency with Microsoft Office suite

  • Fluency in written and spoken English and Arabic


  • Formal revenue cycle, health insurance and/or patient experience training
  • Experience in a large healthcare facility
  • Good understanding of health insurance and health insurance contracts.

  •  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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