Patient Account Liaison I

Ann & Robert H. Lurie Children's Hospital of Chicago•Chicago, IL

6d•Onsite

About The Position

The Patient Account Liaison I is responsible for timely and accurate resolution of hospital and physician billing accounts. The role responds to patient and family service inquiries by phone and in writing, processes payments, and resolves account issues through billing actions, charge revisions, corrections, adjustments, and payment arrangements while providing a satisfactory customer experience. The liaison documents account activity to maintain a clear audit trail and uses available resources to expedite payment of outstanding balances. The position reviews account details and contract information to confirm third-party reimbursement, verifies adjustments and balances, and resolves accounts in assigned Epic Workqueues. It also supports patients and families with billing, insurance, coding, eligibility, and payment questions, escalating cases when appropriate. The role follows service principles focused on innovation, service excellence, and teamwork to support patients, families, coworkers, and others.

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 using established workflows, policies, and guidelines.
Strong analytical skills to review detailed account information, identify discrepancies, and determine corrective actions.
Ability to explain billing, insurance, and reimbursement information 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 using Epic, including Workqueues, account documentation, and MyChart updates, or 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.
Experience using and knowledge of Microsoft Office preferred.
Epic experience preferred.
Minimum 1–2 years of experience in healthcare customer service or a billing office preferred.

Nice To Haves

Associate’s degree or some college.
Experience using and knowledge of Microsoft Office.
Epic experience.
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 and payments.
Update billing systems and MyChart with new or corrected demographic and insurance information.
Process or review eligibility to resolve self-pay issues and resubmit claims to insurance when needed.
Review and explain coding and billing questions to parents and patients.
Route inquiries to senior or supervisory staff when appropriate and follow up with parents, patients, or team members to ensure timely resolution.
Process or transfer patient and parent refund requests.
Process and provide or print itemized bills.
Make verbal inquiries to patients and guarantors to secure payment of outstanding balances and coordinate payment arrangements.
Document account activity to provide a clear audit trail supporting collection activity.
Analyze account details and contract information to verify proper third-party reimbursement and identify amounts received or still due.
Verify that adjustments have been applied and balances are correct; process adjustments as appropriate.
Resolve assigned Epic Workqueue accounts accurately and on time.
Use available resources to expedite payment of account balances.
Perform other job functions and duties as assigned.
Adhere to service principles focused on innovation, service excellence, and teamwork.

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) plan 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.
Discounts on services at Lurie Children’s facilities.
Discount purchasing program.
Some hourly employees may receive differentials.
Leadership incentives for select roles.
Wellbeing programs.