PFB Customer Service Resolution Specialist

Job Description Summary

The Customer Service Resolution Specialist handles and resolves customer questions, complaints, patient responsibility balances and billing inquiries with the highest degree of courtesy and professionalism. This part time position is onsite in an office setting. 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 inquiries and provides information about financial assistance for patients notably uninsured/under-insured patients.

Contacts may be initiated by customers via fax, mail, email, phone calls, 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 and be able to Performs computerized data entry.

Our goal is to resolve all patient 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.

• Perform analysis of billing process to determine what, if any, amount is patient responsibility.
• Resolve patient responsibility balances through proven debt collection techniques.
• Provide optimum customer service including quality assurance for all patient inquiries.
• Perform the following Contact Center functions: answer calls, respond to email, meet performance expectations.
• In addition to the above job responsibilities, other duties may be assigned.

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

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 starting base rate for this role is $17.65 hourly. Individual compensation will be determined by the selected candidate's qualifications, previous work experience, and/or education.

• Comprehensive Benefits Package:
  Medical, Dental, and Vision Insurance
• Paid Time Off, Long-term and Short-term Disability, Retirement Savings
• Health Saving Plans, and Flexible Spending Accounts
• Certification and education support
• Generous Paid Time Off

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