Pt Self-Pay Resoltn Ctr Rep II

University of Rochester; Town of Gates (NY); On-site; USD 27,000 - 37,000; Full time

Job summary

The University of Rochester seeks a service-oriented Billing/Customer Support Associate to support Self-Pay patients in Rochester, NY. You will handle inquiries by phone, email, and chat, initiate insurance billing, verify coverage, and explain payment options to ensure revenue recovery and patient satisfaction.

This full-time role emphasizes accuracy, privacy, and adherence to policies, with ongoing training and opportunities to contribute to process improvements in the Patient Self-Pay

Qualifications

• Associate's degree and 2 years of relevant experience required
• Or equivalent combination of education and experience

Responsibilities

• Provides timely responses to customer inquiries by telephone, email or website chatbox in an in- or outbound service center, consistent with service and quality standards.
• Troubleshoots and resolves customer complaints.
• Initiates insurance billing, verifies coverage under government programs, and guides patients on insurance and payment options.
• Researches and resolves patient billing inquiries, maintaining accuracy and adhering to call center metrics.
• Maintains privacy in accordance with corporate policies and participates in ongoing training.

Job description

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address)

905 Elmgrove Rd, Rochester, New York, United States of America, 14624

Opening

Worker Subtype: Regular

Time Type

Full time

Scheduled Weekly Hours

40

Department

910401 Patient Self-Pay Services

Work Shift

UR - Day (United States of America)

Range

UR URCC 204 H

Compensation Range

$19.72 - $26.62

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities

Provides timely responses to customer inquiries by telephone, email or website chatbox in an in- or outbound service center, consistent with service and quality standards. Troubleshoots and resolves customer complaints.

Essential Functions

• Initiates insurance billing, either electronically or via the use of the Electronic Work file transfer process within the billing systems, for accounts classified as Self-Pay in error. Identifies and verifies coverage under the government health insurance programs. Secures revenue for University and affiliates by advising customers about insurance and payment options.
• Researches, interprets and responds to inquiries from internal and external customers concerning unresolved patient billing issues. Resolves customer inquiries in an accurate, organized, efficient, timely, and expert manner, resulting in acceptable accuracy, production levels, and retention of patient services. Maintains performance and quality standards based on established call center metrics, including turn-around times. Creates budget installment payment plans for those customers in need.
• Consistently adheres to all Patient Services policies, procedures, and performance measures, including inquiry documentation procedures. Uses best judgment under set procedures and alerts management regarding issues not completed within specified timeframes. Identifies patterns generated by external and internal activity impacting customer satisfaction. Safeguards member privacy in accordance with the corporate privacy policies and procedures.
• Participates in training learn regulations, systems, procedures, develops skills and initiates actions to accurately fulfill all requirements of the job.
• Other duties as assigned.

Minimum Education & Experience

• Associate's degree and 2 years of relevant experience required
• Or equivalent combination of education and experience

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.