Pt Self-Pay Resoltn Ctr Rep II

University of Rochester•Rochester, MN

11d•$20 - $27•Onsite

About The Position

The Patient Self-Pay Resolution Center Representative II responds to customer inquiries by telephone, email, or website chat in an in- or outbound service center, following service and quality standards, and troubleshoots and resolves customer complaints. The role initiates insurance billing for accounts incorrectly classified as self-pay, verifies coverage under government health insurance programs, and advises customers about insurance and payment options to secure revenue for the University and its affiliates. The representative researches and responds to internal and external inquiries about unresolved patient billing issues, working accurately and efficiently while meeting established call center performance and quality measures, including turnaround times. The role creates installment payment plans when needed, follows Patient Services policies and documentation procedures, protects customer privacy, and escalates issues that cannot be completed within required timeframes. The representative also identifies activity patterns that may affect customer satisfaction, participates in training, and performs other duties as assigned.

Requirements

Associate's degree and 2 years of relevant experience, or an equivalent combination of education and experience.

Responsibilities

Respond to customer inquiries by telephone, email, or website chat in an in- or outbound service center, consistent with service and quality standards.
Troubleshoot and resolve customer complaints.
Initiate insurance billing for accounts classified as self-pay in error, electronically or through the Electronic Work file transfer process within billing systems.
Identify and verify coverage under government health insurance programs.
Advise customers about insurance and payment options to secure revenue for the University and its affiliates.
Research, interpret, and respond to internal and external inquiries about unresolved patient billing issues.
Resolve inquiries accurately, efficiently, and within established call center performance and quality standards, including turnaround times.
Create budget installment payment plans for customers who need them.
Follow Patient Services policies, procedures, performance measures, and inquiry documentation procedures.
Use judgment within established procedures and alert management about issues not completed within specified timeframes.
Identify patterns in external and internal activity that affect customer satisfaction.
Safeguard customer privacy in accordance with corporate privacy policies and procedures.
Participate in training on regulations, systems, and procedures and develop skills needed to fulfill job requirements.
Perform other duties as assigned.