In this six-part blog series, we are introducing you to some of the faces behind the magic at Shady Grove Fertility. Our team members are our #1 asset and we take great pride and invest tremendous resources in recruiting, training, and retaining top talent—the patients who entrust us with their care deserve nothing less. Each member of our team plays an extremely valuable role. Whether they’re working on a clinical team or in an administrative or management capacity, the opportunity to truly change lives in a profound way is something that motivates us all. We are rewarded knowing that, together, we are offering hope, changing lives, and building families.
Your Financial Services Team
The financial services representatives at Shady Grove Fertility are integral members of the patient care team—a team whose mission is to enhance the patient experience. Our patient financial services team members work very closely with each patient to make the financial aspects of the process as manageable, understandable, and transparent as possible.
“Being a financial counselor at Shady Grove Fertility gives me a way to help patients achieve their dreams. As a former patient I know how intimidating the cost of treatment is and how it can sometimes be the deciding factor in moving forward to those dreams of parenthood. There is a real sense of fulfillment helping people find ways to afford their treatment; knowing I may receive that email 9 months later with their baby’s picture attached.” – Brian Huggins, Patient Financial Counselor
What professionals comprise the patient financial services team?
Financial considerations are an important part of any medical care, especially in the decision to pursue fertility treatment. Therefore, Shady Grove Fertility has comprised a team of financial professionals, well versed in the intricacies of managed care, health insurance, and financing to help address your questions and meet your needs.
Our financial services team is comprised of our financial counselors, insurance benefit verification and managed care specialists, billing and collections specialists, financial program administrators, and credentialing and contracting specialists.
Each team operates under the leadership provided by Janice Koch, Gloria Betz, Katy Geddes, Angela Tablada, and Denise Prowant who, together, have a combined total of 65 years of experience in delivering optimal patient financial services here at Shady Grove Fertility. For our patients, this means they can rest assured that their care is being handled by experts with the longevity and experience needed to help them access and fully maximize their benefits.
What role do our financial service representatives play on the patient care team?
Financial Counselors
A financial counselor at Shady Grove Fertility is someone will who work with you and guide you through your financial journey from beginning to end. Working very closely with your clinical team, he or she is responsible for putting the most advantageous options in front of you and advising you on the pros and cons of each approach, unique to your treatment plan, financial situation, and preferences.
Our financial counselors are at your service to explain to you, in terms that are easy to understand, the cost of treatment and the extent of your infertility insurance benefits prior to starting treatment. Their intricate knowledge of health insurance allows them to help you maximize benefits that may be available to you through your insurance plan. They will provide not only the initial financial consultation to ensure you understand your financial obligations and options but also ongoing financial education and assistance throughout the continuum of care.
Our financial counselors also collaborate with the rest of the patient financial services team to act on your behalf throughout the benefit verification, referral intake, and authorization processing/deposit collection processes. He or she will help you keep your account organized by obtaining, recording, and updating personal, financial, and insurance information.
Your financial counselor acts an educator, advocate, and liaison for you. It is priority #1 to ensure you receive the highest level of customer service possible.
Insurance Benefit Verification and Managed Care Specialists
Behind the scenes are the managed care specialists who communicate directly with the insurance providers. Their primary goal is to ensure that benefits are verified, authorizations are in place, and documentation requirements are met to avoid delays and denials of coverage. They also work closely with the clinical team and financial counselors throughout the various aspects of the diagnostic and treatment process.
Billing and Collections Specialists
A billing and collection specialist is responsible for generating timely billing of all charges. He or she reviews outstanding balances to ensure they are processed and paid in a timely manner. They work closely with the patients to collect all balances, from both patient and insurance company, and to see the accounts to resolution. This diligence helps to control overall costs and avoid an outstanding balance being left unpaid. Keeping unpaid fees to a minimum ensures the overall financial health of the practice.
Financial Program Administrators
Last year, over 3,000 patients participated in a Shady Grove Fertility financial program. These programs are specially designed to help patients access care that otherwise they would not be able to due to financial restrictions and/or a lack of insurance coverage. Two of the most popular programs at Shady Grove Fertility are the Shared Risk 100% Refund Program and the Shared Help Discount Program. Each program has dedicated program administrators who work diligently to intake and process program applications and manage the administrative aspects of the program. These teams ensure a streamlined experience for each patient and strive to make the process as easy as possible.
Credentialing Specialists
In addition to our financial teams who work one-on-one with patients, our credentialing and specialists play a vital role on the patient financial services team. These specialists are focused on ensuring that each physician is appropriately licensed in the states in which he or she practices and meet the requirements set by each individual insurance company. As a result, our physicians are able to accept plans from over 30 insurance providers. This important first step lays the foundation for patients who are planning to use insurance to access the care they need.
All of our financial service representatives are committed to optimizing our patients’ satisfaction and experience. They are available to address any issues that may arise, as well as help you find suitable solutions.
“Shady Grove Fertility does amazing things for families, and it is a privilege to work here. I work on the financial team, which at times can be a difficult aspect for patients. In the past 20 years that I have worked here, I have seen the creation of many financial options for patients including the Shared Help Discount Program, the Multi-Cycle Discount Program, and our Military Discount. I have experienced firsthand the ability for patients to access treatment thanks to these programs that otherwise would have not been available. I love coming to work with my “Shady Grove Fertility” family. I look forward to what the years to come have in store for our patients.” Maria Patswald, Financial Trainer
What makes the Shady Grove Fertility financial services representatives unique?
“My financial counselor was always very responsive and easy to work with, very straightforward and easy to approach, which I think is important when making such expensive family decisions. She showed a willingness to work with us to find a solution and I felt comfortable asking her questions.”
“All of the staff members I interacted with were warm, welcoming, and knowledgeable. Glad I made the choice to come here.”
Where can I learn more about joining the Shady Grove Fertility Team?
Visit Careers.ShadyGroveFertility.com to see how your work could impact someone’s life in a truly meaningful way.
Shady Grove Fertility’s team of dedicated new patient liaisons is available to answer your questions and schedule a consultation with a physician. Each new patient appointment also accommodates a personal consultation with your own dedicated financial counselor. Call 877-971-7755 or click to schedule an appointment.
