Patient Financial Advocate

UT Southwestern Medical Center; United States; Remote; USD 42,000 - 54,000; Full time

Benefits offered by this job

PPO medical plan

Paid Time Off

Retirement Programs through TRS

Paid Parental Leave

Wellness programs

Tuition Reimbursement

Public Service Loan Forgiveness (PSLF)

Learn more about benefits

Job summary

UT Southwestern Medical Center is seeking a self-motivated Customer Service/Billing professional to handle outgoing inquiries related to receivables, re-billing, and insurance verification. The role emphasizes self-pay coordination and liaising with clinics and hospital staff to secure timely payments.

The position is a 8-hour shift, Monday through Friday, with a work-from-home arrangement and preference for candidates in the Greater DFW area.

Qualifications

• 4 years directly related experience in medical billing environment.
• 2 years customer service experience in evaluating customer billing inquiries.
• High School Diploma or equivalent; Associate's degree preferred.

Responsibilities

• Answer incoming patient/customer calls to the Customer Service Department.
• Resolve complex account issues and escalated patient calls.
• Assist patients from issue start to completion to ensure resolution by all parties.
• Contact patients regarding self-pay balances and payment arrangements.
• Determine appropriate actions for adjustments and unresolved billing issues.
• Collaborate with clinic Billing Managers and Patient Assistance Office Managers to resolve issues.
• Audit accounts to resolve discrepancies and ensure correct payments per contract/discounts/write-offs.
• Coordinate with departments on coding or service issues and with insurance for benefit questions.
• Engage Follow Up, collection agencies, and Refund Team as needed to ensure timely payments.

Skills

Customer service

Medical billing

Problem solving

Education

High School Diploma

Associate degree

Job description

WHY UT SOUTHWESTERN?

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report , we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career!

JOB SUMMARY

This position receives and resolves outgoing telephone inquiries for all activities associated with the collections of receivables, re-billing, insurance verification, registration updates and account follow-up with a specialized interest in self-pay. This position requires a high level of customer service and the ability to maintain friendly and appropriate communication with patients, client staff, insurance companies, and employees. This individual based on job duty could be responsible to work self-pay balances, deceased, bankrupt, charity, collection agency recalls, and will serve as a liaison to the clinics, follow-up teams, and hospital staff to facilitate the appropriate and prompt payment of self-pay balances. We are seeking a self-motivated candidate who thrives in a dynamic environment and takes initiative in completing tasks efficiently. The ideal candidate will be proactive, resourceful, and able to work independently, while also collaborating effectively within a team. Strong problem-solving skills and a results-driven mindset are essential for success in this role. If you are a self-starter with a passion for driving success, we would love to hear from you.

Shift and Location

Shift: 8-hour days Monday thru Friday. Additional details shall be discussed during the interview.

Work From Home: This is a WFH position. Preferred candidate does live in the Greater DFW area. Additional details to be discussed as part of the interview process.

BENEFITS

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer
• Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION

Required

Education

• High School Diploma Or equivalent or
• Experience

4 years Directly related experience in medical billing environment with at least and

2 years Customer service experience in evaluating customer billing inquiries.

Preferred

• Education

Associate's degree Or two years of college

ESSENTIAL FUNCTIONS

JOB DUTIES

May perform some or all of the following:

• Assist in answering incoming patient/client calls to the Customer Service Department.
• Resolve complex account issues and escalated patient calls.
• Assist patients from the beginning of the issue to the end of the issue to ensure a resolution by all parties.
• Patient accounts assigned to this person will be their sole responsibility until completion.
• Contact or work directly with patients regarding their self-pay balances for payment or payment arrangements.
• Determine appropriate action to be taken and make independent decisions regarding adjustment and processing of open/unresolved billing issues.
• Work directly with appropriate clinic Billing Managers and Patient Assistance Office Managers to correct and resolve patient complaints.
• Perform audit of accounts to resolve discrepancies in account balances and ensure payments are in accordance with the respective contract, appropriate discounts or applicable write-offs.
• Contact the departments when there are issues regarding the patient's coding or service.
• Contact the patient's insurance company if there are any issues regarding benefits
• Contact the Follow Up department if there is a question regarding a denial or if an appeal is needed.
• Contact the collection agencies if an account needs to be recalled from the agency or if there is any issue regarding payments.
• Contact the Self-Pay or Insurance Posting Team(s) if there is any issue with posting.
• Contact the Refund Team to ensure the patient and/or insurance refund is completed and sent out.
• Work closely with Management to help identify and report trends pertaining to the Customer Service Work Queues. Make recomme