Customer Service Account Specialist - PB Customer Service/Collection Job
UTMB Health - Galveston, TX

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Job Title: Customer Service Account Specialist - PB Customer Service/Collection
Job ID: 32779
Location: Galveston
Business Unit: SOMED
Full/Part Time: Full-Time (40 hours)
Regular/Temporary: Regular

Min Qualifications

High School diploma and 4 years experience in a patient account environment or related field.

Job Description
Provides service to patients to resolve routine as well as more complex questions and concerns regarding their Physicians┬┐ Billing Services (PBS) and Hospital Patient Financial Services (HPFS) patient account. Acts as the liaison between PBS/HPFS and clinical departments, insurance companies, insurance billing areas and multiple other areas in the resolution of medical reimbursement issues. Assures the patients issues, problems and questions are appropriately and efficiently resolved in a highly patient friendly manner. Conducts high level research and resolves issues delaying the satisfaction of the customer debt and collection of the outstanding customer balance.

Salary Range

From $34,880.00 - $40,700.00 Annually. Commensurate with Experience.

This position is a BAND CODE: CS13

Specific Job Related Duties

Receives inquiries/complaints from patient via telephone, in person, email web and correspondence regarding their PBS and/or HPFS accounts.
through verbal and written communication, explain complex insurance information to customer/patients.
Verify eligibility for coverage with government programs and commercial insurance.
Serve as liaison for patient in contacting third party payers regarding the patient's questions.
Utilizing acquired knowledge of third party payers and informational tools available, assist patient in understanding the payer benefits and methodologies.
Effectively communicate with clinical departments/divisions/clinics personnel or others to assure the efficient handling of a patient inquire from inception to completion.
Determines if an adjustment should be made to a patient account (PBS and HPFS) and effects adjustment if appropriate.
Determines if a refund should be made on a patient account (PBS and HPFS) and effects refund if appropriate.
Review and resolve credit balance patient accounts from various work lists.
Identify, investigate, resolve and escalate when necessary, payer, system or clinical departmental billing problems.
Using various works lists and reports, resolve patient account issues including bad address accounts, delinquent account to be referred to outside collection agencies, etc.
Contacts patient with outstanding balances by phone to attend to secure payment for the balance or establish a payment plan. Appropriately documents to patients account with the nature of the inquiry or contact and the action taken,
Remain compliant with HIPAA regulations at all times.
Assists manager with system testing as needed.
Adheres to internal controls and reporting structure.

Preferred Skill/Competency

Prefer EPIC experience

Equal Employment Opportunity

The University of Texas Medical Branch at Galveston is an equal opportunity, affirmative action institution which proudly values diversity. Candidates of all backgrounds are encouraged to apply.

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