PFB Customer Service Resolution Specialist

University of Virginia; Charlottesville (VA); On-site; USD 24,000 - 43,000; Full time

Benefits offered by this job

Comprehensive Benefits Package

Paid Time Off

Health Savings Plans

Job summary

UVA Health in Charlottesville, VA is seeking a Customer Service Resolution Specialist. You will handle inbound questions, billing inquiries, and patient responsibility balances with courtesy and professionalism, using medical billing systems and financial assistance knowledge to resolve issues.

This role requires responding to calls, emails, and other communications, performing data entry, and contributing to patient satisfaction by ensuring accurate account resolution and compassionate service.

Qualifications

• High school diploma or equivalent required.
• At least 1 year of relevant experience preferred.
• Knowledge of medical billing and patient financial assistance is helpful.

Responsibilities

• Respond to calls and emails; resolve patient balances and inquiries.
• Analyze billing to determine patient responsibility amounts.
• Provide quality customer service and ensure accurate data entry.
• Perform contact center tasks: answer calls, respond to email, meet performance expectations.

Skills

Customer service

Data entry

Medical billing knowledge

Phone and email handling

Education

High School Graduate or Equivalent

Tools

Billing software

Medical retrieval systems

CRM systems

Job description

The Customer Service Resolution Specialist handles and resolves customer questions, complaints, patient responsibility balances and billing inquiries with the highest degree of courtesy and professionalism. The call center is the primary point for all inbound contacts from our customers. Primary focus includes both timely responses to customers’ inquiries via a variety of pathways and outreach efforts to resolve open unresolved inquires and provides information about financial assistance for patients notably uninsured/under-insured patients. Contacts may be initiated by customers via fax, mail, email, phone calls, work listing or other vehicles of communication. The representative utilizes multiple electronic billing and medical retrieval systems as well as knowledge of medical billing and financial assistance to resolve guarantor/patient inquiries. The representative must be able to respond knowledgeably to a wide range of customer issues and be able to Performs computerized data entry. Our goal is to resolve all patient concerns while maintaining positive relationships with the customer by providing the best possible service to all our customers thereby enhancing the overall engagement with the patient.

• Performs analysis of billing process to determine what if any amount is patient responsibility.

• Resolves patient responsibility balances through proven debt collection techniques.

• Provides optimum customer service including quality assurance for all patient inquiries

• Performs the following Contact Center functions: answer calls, respond to email, meet performance expectations.

In addition to the above job responsibilities, other duties may be assigned.

MINIMUM REQUIREMENTS

Education: High School Graduate or Equivalent.

Experience: 1 year relevant experience preferred.

Licensure: None required.

PHYSICAL DEMANDS

This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.

The pay range for this role is $17.65 - $31.36 hourly. Individual compensation will be determined by the selected candidate's qualifications, previous work experience, and/or education.

Benefits

• Comprehensive Benefits Package: Medical, Dental, and Vision Insurance

• Paid Time Off, Long-term and Short-term Disability, Retirement Savings

• Health Saving Plans, and Flexible Spending Accounts

• Certification and education support

• Generous Paid Time Off

UVA Health (https://jobs.virginia.edu/why-uva-health) is a world-class Magnet Recognized academic medical center and health system with a level 1 trauma center. 2023-2024 U.S. News & World Report “Best Hospitals” guide (https://health.usnews.com/best-hospitals/area/va/university-of-virginia-medical-center-6344000) rates UVA Health University Medical Center as “High Performing” in 5 adult specialties and 14 conditions/procedures. We are one of 70 National Cancer Institute designated cancer centers. UVA Health Children’s (https://jobs.virginia.edu/uva-childrens) is named by 2023-2024 U.S. News & World Report (https://health.usnews.com/best-hospitals/area/va/university-of-virginia-childrens-hospital-PA6344000) as the best children's hospital in Virginia with 9 specialties ranked among the best in the nation. Our footprint also encompasses 3 community hospitals and an integrated network of primary and specialty care clinics throughout Charlottesville, Culpeper, Northern Virginia, and beyond.

The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities. Learn more about UVA’s commitment to non-discrimination and equal opportunity employment (https://eocr.virginia.edu/notice-non-discrimination-and-equal-opportunity).