Job Description

Urology of Virginia is dedicated to improving the lives of our patients through exceptional urological care and service. With a long history of serving Hampton Roads and northeastern North Carolina, our team of board-certified urologists and skilled healthcare professionals is committed to providing comprehensive, high-quality care in a compassionate and patient-focused environment.

Driven by our Core Values, we are committed to creating a culture of professionalism, teamwork, accountability, and excellence. Every team member contributes to exceptional patient experiences, strong teamwork, and high-quality care.

This role involves managing patient financial obligations, including evaluating potential liabilities, collecting copays, and working with front desk and surgical coordinators to ensure timely payments, particularly for large balances and surgical deposits. Additionally, the position includes assisting patients with financial options, negotiating payment plans, advocating for insurance claim resolutions, and tracking payment compliance while contributing to reports and special projects aimed at improving financial processes.

Duties and Responsibilities

Employee Core Values:

• People First – Delivers exceptional customer service by putting patients first, approaching challenges with a problem-solving mindset, and consistently demonstrating professionalism, compassion, and respect for everyone
• Be Accountable – Consistently reliable and hard-working, demonstrating strong accountability and deep commitment to achieving responsibilities and goals
• We Before Me – Collaborative team player who steps in to help first and actively encourages teamwork to achieve shared goals
• Pursue Excellence – Expects, projects, and demonstrates excellence through consistent attention to detail in everything they do
• Communicate Well – Consistently delivers clear, concise, and professional communication across all interactions

Primary:

• Work the daily schedules and evaluate potential patient financial liability. Send communication to the front desk staff for collection of balances and copays and monitor successful outcomes
• Contacts patients with large balances prior to their appointment to ensure payment for services
• Work closely with the surgical coordinators to ensure collection of old balances, deductibles and surgical deposit prior to the surgical hospital work-up appointment
• Works with front desk staff to manage patients requiring implementation of payment of agreement and scheduled reconciliation of medication costs
• Meets with patients to discuss their financial situation. Offers financial options to patient such as free clinics, pharmaceutical assistance, and research trials
• Assists with daily phone calls
• Collects information and processes patient hardship applications. Ensures proper discounts for qualifying patients
• Negotiate payment plan arrangements and monitor these payment plans for timely and consistent payments
• Track patient payment compliance and seek/create opportunity for financial reconciliation of account balance to zero
• Serve as advocate for patient in conjunction with billing department regarding insurance issues, claim refiling, and resolution of outstanding claims due to insurance problems
• Prepare weekly/bi-weekly reports to Billing Management involving large balance accounts, non-compliant patients, and options available for patients to receive medically necessary care while reducing cost to UVA
• Miscellaneous:

-Special Projects -VAS Reports for Concierge

-Quarterly, Semi-annual and annual review of procedures/processes for success (or lack thereof)

Requirements

Required License/Experience/Skills

• Strong inter-personal communication and problem solving ability
• Two years hands on billing or collections experience within a physician’s office
• Applicant must have knowledge of third-party payers, medical insurance, benefits levels and understand medical insurance claims processing
• Knowledge of medical terminology and excellent computer skills
• Must be familiar with carriers and services in need of authorization/referrals
• Ability to multi-task and work in a fast paced environment is necessary and mandatory
• Excellent customer service skills

Preferred License/Experience/Skills

• Epic EHR experience

Equal employment opportunity for all is a very important philosophy for our practice. We will evaluate all applicants and employees without regard to race, color, religion, national origin, sex, age, non-disqualifying disability, history of military service, genetic information, or any other status protected by law. This policy applies to all employment practices, including, but not limited to, recruitment, employment, assignments, promotions, reassignments or transfers, disciplinary matters, establishment of rates of pay or other compensation, and selection for training programs.