February is Wise Healthcare Consumer Month. It is a time dedicated to empowering patients to take control of their healthcare journey. This month serves as a crucial reminder of the importance of understanding healthcare costs and available resources.
Patti Aguilar is the Financial Counseling Coordinator at CCMH. Her job is to shed light on how consumers can navigate the often-complex world of healthcare finance.
Not only does Aguilar train CCMH staff to provide compassionate and respectful service to patients and their families, but she also ensures the department stays compliant with ever-evolving federal and state regulations.
“The are a significant number of regulations we have to follow. As a consequence, our roles as financial counselors have changed dramatically within the last few years. This constant evolution underscores the importance of having knowledgeable guides to help patients understand their financial responsibilities.”
Aguilar says a key focus of the financial counseling team is ensuring transparency about healthcare costs.
“We work diligently to educate patients about insurance coverage and available financial programs. Our goal is to help to make medical expenses more manageable. We make sure CCMH stays in compliance with the No Surprises Billing Act rules. This ensures transparency about health care costs. Transparency with our patients leads to well informed decisions about the financial responsibility for their care. This proactive approach empowers patients to make informed decisions.”
For those seeking assistance with Medicaid, Aguilar notes the financial counselors provide applications.
“We do our best to streamline the submission process. We utilize the Health and Human Services Imaging Center for faster processing. CCMH is also a presumptive provider, offering immediate, temporary Medicaid coverage while formal eligibility is determined by the Iowa Department of Human Services. This can be a crucial safety net for patients in urgent need of care.”
The financial counselors, including Aguilar, are trained as certified assistance counselors (CAC), trained by the Centers for Medicare and Medicaid Services (CMS).
“Most of our financial counselors including myself are trained certified assistance counselors. Our role is to provide information about the Healthcare Marketplace to consumers. While we cannot enroll consumer’s in the program, we can provide information about health insurance and insurance affordability programs. This certification ensures we are equipped to provide accurate and up-to-date information.”
CCMH also recognizes the diverse needs of its community. Aguilar explained CCMH employs Spanish-speaking personnel in many departments and professional Spanish-speaking interpreters. For patients requiring assistance in other languages, CCMH offers internet-based translation services for over 300 languages and dialects.
Aguilar’s key takeaway is clear.
“Don’t hesitate to reach out. People should not be afraid to come out to CCMH and have a discussion with our financial counselors. This is especially true if they have any questions about the cost of their health care or how they’re going to pay for it. All of our discussions are completely confidential. I want to assure patients that all HIPAA privacy regulations are strictly followed.”
Patients can visit the financial counseling offices, inside the main hospital entrance, during regular business hours (Monday – Friday, 7 am to 5 pm) or call 712-265-2713. While the counselors are happy to help, Aguilar encourages patients to contact their insurance companies directly for the most accurate information about their coverage.
“We suggest to patients they contact their insurance company to get accurate information about covered services and out-of-pocket expenses. Insurance policies can vary widely, and understanding one’s own coverage is a crucial responsibility. While the financial counselors provide estimates, these are not guarantees of insurance payment.”
Aguilar concluded with a powerful message — the best advocate for your health care is you.
“Don’t afraid to ask questions of your doctors, hospital staff, and financial counselors. Don’t be afraid to seek all the information you need to make informed decisions about your healthcare and your finances. Wise Healthcare Consumer Month serves as a timely reminder of this essential principle.”
