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PFB Cust Service Resolution Specialist

Company: University of Virginia
Location: Charlottesville
Posted on: June 19, 2019

Job Description:

Job location: Charlottesville, VA Employment Type: Full-time Posted data: 2019-06-03 Req: R0006996 The Customer Service Resolution Representative handles and resolves customer questions, complaints, and patient responsibility balances with the highest degree of courtesy and professionalism. The call center is the primary point for all inbound contacts from our customers. Contacts may be initiated by customers, fax, mail, email, work listing or other vehicles of communication. The representative utilizes multiple electronic billing and medical retrieval systems as well as knowledge of medical billing and financial assistance to resolve guarantor/patient inquiries. The representative must be able to respond knowledgeably to a wide range of customer issues. Our goal is to resolve all of the patient's concerns while maintaining positive relationships with the customer by providing the best possible service to all our customers thereby enhancing the overall engagement with the patient. Provides financial counseling for patients, notably uninsured/under-insured patients. Must have knowledge of various state/federal and local programs to advise patients for which they may qualify, and the ramifications of not following through with the financial assessments. Pertinent documentation is requested and analyzed for each of the various programs for which the patient may be eligible. All deposit requirements are communicated to patients seeking certain routine/elective services. Maintains current knowledge of policy and procedures in regards to Financial Screening. Performs analysis of billing process to determine what if any amount is patient responsibility. Patients' accounts are carefully reviewed to provide patient with appropriate information concerning his/her account(s). Gathers, verifies and inputs demographic, financial and insurance data according to policy. Patient payments are received and handled according to policy. Resolves patient responsibility balances. Negotiates payment arrangements and establishing budget plans per policy with patients/guarantors. Contacts Clinical Departments to resolve patient concerns and/or billing issues. Serves as a patient advocate and works with internal and external areas to ensure compliance. Assesses accounts with credit balance for appropriate resolution Sends requests to resolve misapplied payments or credits. Assesses and forwards bankruptcy issues to Specialist per procedures. Resolves patient responsibility balances through proven debt collection techniques. Collection telephone calls and/or letters are performed and/or prepared according to department standards. Reviews and completes necessary actions regarding attorney and bankruptcy correspondence and maintains a strong knowledge of activities including, but not limited to, liens, wage garnishments, subpoenas and bad debt timelines. Provides optimum customer service including quality assurance for all patient inquiries Phone calls and/or e-mails are responded to within two business days. Works and remains focused under stressful conditions while communicating effectively. Patient interviews are performed by adapting and utilizing situational based interviewing techniques to meet respective needs, educational levels, and abilities of the interviewee. Patient payments are received and handled according to policy. Accounts are clearly documented on-line. Patients requesting pricing information on given services are properly directed. Investigates, documents, and resolves calls as appropriate, promptly reporting conflicts and issues to management Follow-up on any unresolved Customer Calls/Correspondence within Customer Service Unit guidelines. Effectively analyze relevant information and applies sound analytical thinking when triaging customer calls/correspondence. Follow-up is performed by telephone and/or written correspondence with customers Tracking and follow-up is performed on all accounts referred outside of the Customer Service Unit for timely resolution. Must be knowledgeable of the various entities that make up the UVA Health System and provide appropriate information concerning each of them. Performs the following Contact Center functions: Maintains current knowledge regarding use of support programs utilized by the department. Support for specific functions of the department is provided, including flexibility around extended hours of operation and attendance. Deadline for activities are consistently met. Other assignments are willingly accepted if sufficiently trained to perform work Constructive improvements to services of the department are recommended based on encounters through normal activity of the position. Provides coverage on other positions within department as necessary. Performs computerized data entry. Data entry includes but is not limited to: Patient information as related to calls Documentation in A2K3, GE Centricity and EPIC. Follow-up documentation Data is entered into the computer accurately and timely. MINIMUM REQUIREMENTS Education: High School Diploma or GED Experience: At least one year of direct customer service Licensure: None Skills: Knowledge of and experience utilizing a personal computer Keyboarding skills PHYSICAL DEMANDS This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require walking some distance to attend meetings, and programs. The University of Virginia, including the UVA Health System and the University Physician's Group are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.

Keywords: University of Virginia, Charlottesville , PFB Cust Service Resolution Specialist, Other , Charlottesville, Virginia

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