Pt Self-Pay Resoltn Ctr Rep II

001 University of Rochester; United States; On-site; USD 27,000 - 37,000; Full time

Job summary

University of Rochester is seeking a patient services assistant focused on billing and customer support. You will respond to inquiries by phone, email, or chat, troubleshoot issues, and guide patients through insurance and payment options in a fast-paced service center.

Essential duties include initiating insurance billing for Self-Pay accounts, verifying coverage under government programs, and maintaining accurate documentation while upholding privacy protections.

Qualifications

• Associate's degree and 2 years of relevant experience required.
• Equivalent combination of education and experience accepted.

Responsibilities

• Respond to customer inquiries by phone, email, or chat.
• Troubleshoot and resolve customer issues.
• Initiate insurance billing for Self-Pay accounts.
• Identify and verify government health insurance coverage.
• Advise customers about insurance and payment options.
• Maintain accurate documentation and privacy compliance.

Skills

Customer service

Communication skills

Problem solving

Education

Associate's degree

Tools

Billing systems

Electronic file transfer

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.

ESSENTIAL FUNCTIONS

• 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, 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.

Notice: If you are a Current Employee, please log into myURHR to search for and apply to jobs using the Jobs Hub. Your application, if submitted using this portal, cannot be moved forward. Learn. Discover. Heal. Create. Located in western New York, Rochester is our namesake and our home. One of the world’s leading research universities, Rochester has a long tradition of breaking boundaries—always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better. If you’re looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals. At the University of Rochester, we are committed to fostering, cultivating, and preserving an inclusive and welcoming culture and are united by a strong commitment to be ever better—Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.