Job Description

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA

This position is for use in RCSS only. The core function of this role is to improve patient experience, lower AR Days thru resolution of patient account balances, and increase cash collections. SBO is the centralized team supporting institutional patient billing services, their knowledge spans both hospital and professional revenue cycle services. This position has no responsibility for providing direct patient care; however, supports direct patient customer service.

Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.

Responsibilities

Essential Functions

• Daily work is performed with minimal supervision, exercising independent judgment.
• Manage a high volume of inbound patient phone calls while adhering to the quality of standards.
• High Dollar Balance accounts - determine resolution pathway in coordination with patient (i.e. insurance, financial assistant, payment plan, etc.).
• Identification and processing of bankruptcies.
• Risk Management referrals and coordination.
• Participate in Finders Process.
• Serve as patient advocate in resolution of balance (i.e. ensure appropriate billing, financial assistance, etc).
• Problem solving by anticipating support needed and best solution.
• Empowered to resolve patient disputes thru Service Recovery.
• Provide optimal customer service and the de-escalation of patient calls.
• Identification and communication of billing errors and opportunities.
• Coordination with patient and their insurance payer.
• Establish patient payment plans, in accordance with patient's ability to pay and alignment with internal guidelines.
• WQ follow up for patient account resolution and outbound calls.
• Presumptive Charity Consideration.
• Ensures quality outcomes and alignment with Dept/Institutional policies.

Knowledge / Skills / Abilities

• Ability to perform the essential functions of the job as outlined above.

• Hospital and Professional billing knowledge and support.

• Revenue Cycle knowledge needed to address patient questions.

• Ability to quickly transition from call to call, with varying topics/questions.

• Ability to maintain composure, in stressful situations.

Qualifications

Required

• Four years of direct customer service experience, or the equivalency.
• Completion of department Customer Service Certificate, within 6 months of hire.

Qualifications (Preferred)

Preferred

• Associate's degree in Communications, Business, or the equivalency.
• Two years of medical accounts receivable experience.
• Bilingual.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.

Physical Requirements

Listening, Sitting, Speaking