Patient Account Liaison I

Lurie Children's Hospital•Chicago, IL

8d•$20 - $30

About The Position

Responsible for the timely and accurate resolution of hospital and physician billing accounts. The Patient Account Liaison responds to customer service inquiries by phone and in writing, processes payments, and resolves billing issues through activities such as billing, charge revisions, corrections, adjustments, and payment arrangements. The role documents account activity to maintain a clear audit trail and uses available resources to expedite payment of account balances. The position handles patient-account inquiries, updates billing systems with new or corrected information, reviews eligibility and insurance claims, explains billing and coding questions, and coordinates follow-up with patients, families, and team members. It also analyzes account details and payer contract information, verifies reimbursements and adjustments, and resolves accounts assigned to Epic Workqueues while maintaining a strong customer-service focus.

Requirements

High school diploma or GED required.
Excellent customer service skills.
Excellent communication and listening skills.
Ability to remain calm and professional during challenging conversations.
Working knowledge of hospital and professional billing practices, insurance claim workflows, and reimbursement processes, including eligibility verification, claim resubmission, and account adjustments.
Ability to resolve routine billing and payment inquiries by following established workflows, policies, and guidelines.
Strong analytical skills, including the ability to review detailed account information, identify discrepancies, and determine appropriate corrective actions.
Ability to explain billing, insurance, and reimbursement information to patients and families professionally and empathetically, including during difficult conversations, while striving for first-call resolution.
Ability to determine when billing or customer service issues should be escalated.
Proficiency with Epic, including Workqueues, account documentation, and MyChart updates, or the ability to learn these systems quickly.
Ability to discuss financial obligations, secure payments, and coordinate payment arrangements while maintaining high customer service standards.
Exceptional attention to detail and accuracy in account documentation, billing entries, and financial transactions.
Ability to operate standard office equipment.

Nice To Haves

Associate’s degree or some college.
Experience using and knowledge of Microsoft Office.
Epic experience.
Minimum of 1–2 years of experience in healthcare customer service or a billing office.

Responsibilities

Handle and resolve incoming telephone and written inquiries about patient accounts, payments, billing systems, and MyChart.
Update billing systems with new or corrected patient, demographic, or insurance information.
Process or review eligibility to resolve self-pay issues.
Resubmit claims to insurance when required.
Review and explain coding and billing questions to parents and patients.
Route inquiries to senior or supervisory staff when appropriate.
Follow up with parents, patients, and team members to ensure timely resolution.
Process or transfer refund requests.
Process and provide or print itemized bills.
Initiate verbal inquiries with patients and guarantors to secure payment of balances due.
Document account activity to provide a clear audit trail supporting collection activity.
Use available resources to expedite payment of account balances.
Analyze account details and contract information to verify third-party reimbursement and identify amounts received or still due.
Verify that adjustments have been applied and balances are correct; process or apply adjustments as appropriate.
Resolve accounts assigned to Epic Workqueues accurately and on time.
Perform duties in keeping with service principles focused on innovation, service excellence, teamwork, and high-quality care and service.
Perform other duties as assigned.

Benefits

Medical, dental, and vision insurance.
Employer-paid group term life and disability insurance.
Employer contribution toward a Health Savings Account.
Flexible Spending Accounts.
Paid Time Off (PTO), paid holidays, and paid parental leave.
403(b) with a 5% employer match.
Supplemental life, AD&D, and disability coverage.
Critical illness, accident, and hospital indemnity coverage.
Tuition assistance.
Student loan servicing and support.
Adoption benefits.
Backup childcare and eldercare.
Employee Assistance Program and specialized behavioral health services and resources for employees and family members.
Discount on services at Lurie Children’s facilities.
Discount purchasing program.
Comprehensive rewards package may include differentials for some hourly employees, leadership incentives for select roles, health and retirement benefits, and wellbeing programs.