PFB Customer Service Resolution Specialist

The Customer Service Resolution Representative handles and resolves customer questions complaints patient responsibility balances and billing inquiries with the highest degree of courtesy and professionalism. The call center is the primary point for all inbound contacts from our customers. Primary focus includes both timely responses to customers’ inquiries via a variety of pathways and outreach efforts to resolve open unresolved inquires. Contacts may be initiated by customers fax mail email work listing or other vehicles of communication. The representative utilizes multiple electronic billing and medical retrieval systems as well as knowledge of medical billing and financial assistance to resolve guarantor/patient inquiries. The representative must be able to respond knowledgeably to a wide range of customer issues. Our goal is to resolve all of the patient’s concerns while maintaining positive relationships with the customer by providing the best possible service to all our customers thereby enhancing the overall engagement with the patient. This position is onsite.

• Provides financial counseling for patients notably uninsured/under-insured patients.
• Performs analysis of billing process to determine what if any amount is patient responsibility.
• Resolves patient responsibility balances through proven debt collection techniques.
• Provides optimum customer service including quality assurance for all patient inquiries
• Performs the following Contact Center functions. Performs computerized data entry.
• In addition to the above job responsibilities, other duties may be assigned.
  

Position Compensation Range: $17.65 - $27.36 Hourly

MINIMUM REQUIREMENTS

Education: High School Graduate or Equivalent.
Experience: 1 year relevant experience preferred.
Licensure: None required.

PHYSICAL DEMANDS

This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.

The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities. Click here to read more about UVA’s commitment to non-discrimination and equal opportunity employment.