Patient Service Rep II | PSRs

Overview

Responsible for answering incoming calls on an Automatic Call Distributions (ACD) system regarding the patient’s statement, which includes hospital and physician services.

Research, facilitate and resolve simple to complex billing issues and communicate the findings to the caller.

Address any questions or requests regarding their account, educate patients on insurance and medical billing processes, make any needed corrections the account.

• Promptly answer inbound calls in a call center environment from patients, attorneys, insurance reps, clinic staff, and outside medical facilities to provide professional and timely customer service.
• Research and respond to call and written physician and hospital account inquiries and requests via inbound calls, the EPIC MyChart portal and in-person.
• Verify insurance eligibility and update the patient registration, which includes filing or re‑file of claims to insurance for payment.
• Facilitate to a resolution of patient billing disputes and requests including communicating key information to other department management personnel as needed. Send timely follow‑up communication to ensure the necessary actions are completed.
• Collect payments over the phone and in person. Reconcile daily Cash sheets and submit them timely for review and processing.
• Review and interpret electronic remits and EOBs to verify the account balances are correct. This includes making appropriate insurance adjustment corrections and researching denial reasons.
• Review and interpret visit and procedure chart notes to address billing disputes and inquiries regarding ICD‑10 and CPT coding data elements to facilitate corrections.
• Communicate via outbound calls, emails and letters to provide the status or resolution of the billing issue or request.
• Provide requested billing records to patients and attorneys per HIPAA guidelines and company policy.
• Assist patients with meeting their Medicaid share of cost and file claims to Medicaid when eligible.
• Review and correct self‑pay discounts or package pricing discounts as needed.
• Research and facilitate the processing of insurance and patient payment credits for refund.
• Meet the established individual and team goal standards using the required call and account tracking functions.
• Meet established attendance requirements as outlined by the company attendance policy and department requirements.

• Length of Experience - Type of Experience Required/Preferred: 3 years Physician Medical billing including follow‑up, and registration preferred.
• 2 years Customer Service, preferably in a phone center environment preferred.
• Up to 1 year Personal computer including Microsoft Office (Outlook, Word, Excel) preferred.
• High School Diploma or GED equivalent required.

UFJPI is an Equal Opportunity Employer and Drug Free Workplace