Customer Service Resolution Specialist II

Medical University of South Carolina•Charleston, SC

2d•Onsite

About The Position

To identify and resolve escalated, high priority patient account issues. Review/analyze patient accounts and take the necessary steps to resolve patient/guarantor issues. Works primarily through work queues and/or MyChart and patient correspondence. Assist with escalated/high priority patient account issues. Supports new hire training as needed.

Requirements

Bachelors Degree or equivalent
5 years for support or 0-2 years for professional

Responsibilities

First line contact for escalated/high priority patient billing concerns.
Handles our most challenging billing concerns.
Serves as a liaison between departments and patient accounting staff to assist with all billing issues; maintains positive interdepartmental relationships.
Serves as primary contact for various departments within MUSC.
Works with all systems including Epic to resolve patient billing issues including refunds, charge corrections, credit/debit memos, and payment reversal/reentries.
Works through assigned work queues for risk management requests, patient correspondence, MyChart requests, financial counselor requests, and patient generated billing concerns.
Participates and facilitates new hire training as needed.
Identifies when additional team training needed and assists with this training.
Provides billing education as needed to other areas within organization.
Maintains acceptable accuracy rate and meets or exceeds department metrics; identifies trends for improvement through daily work processes
Assists management team (including executive management) with escalated patient account issues; works quickly, accurately, and professionally to resolve high priority patient accounts.
Assists with on-site patient counseling and supports customer service as business needs dictate
Special projects as needed
Other duties as assigned