Patient Financial Advocate

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.

Shift: 8-hour days (730am-4:00pm), Monday thru Friday

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

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 recommendations regarding work flows and procedures.
• Stay abreast of the latest developments and trends in medical billing, customer service and collections. Attend seminars, webinars, and workshops and actively participates in Occupational Training and Development and Compliance educational activities.
• Maintain knowledge of all university applicable rules, regulations, policies, guidelines that impact Billing Operations; seeks advice and guidance as necessary to ensure proper understanding of job functions.
• Identify ways to improve work processes and provide recommendations for new or revised procedures, to enhance the collection and customer service process; implements and monitors results as appropriate in support of the overall goals of the department.
• Duties performed may include one or more of the following core functions: (a) Directly interacting with or caring for patients; (b) Directly interacting with or caring for human-subjects research participants; (c) Regularly maintaining, modifying, releasing or similarly affecting patient records (including patient financial records); or (d) Regularly maintaining, modifying, releasing or similarly affecting human-subjects research records.
• Perform other duties as assigned.

Required

Preferred

Knowledge, Skills and Abilities

• Work requires demonstrating the ability to handle escalated or complex customer inquiries.
• Work requires must be professional in appearance and adhere to the department's policies and procedures.
• Work requires strong customer service and organizational skills.
• Work requires strong oral and written communication skills, including the use of medical terminology.
• Work requires to be able to handle stressful situations including discussing outstanding balances with patients and taking the appropriate action.

PHYSICAL DEMANDS/WORKING CONDITIONS

PACT STATEMENT

Salary
Salary Negotiable

Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.

EEO Statement

UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.