Patient Financial Representative

Patient Financial Representative

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Please note, this position is not eligible for H-1B or Green Card sponsorship. This position does not offer a STEM OPT training program. Bargaining unit consideration begins on 10/9/2026 and ends on 10/16/2026.

• $24.14-$35.11
• Monday - Friday 7:45 AM - 4:30 PM. This is an in person work environment.

Overview The primary function of the Patient Financial Representative position is to act as a liaison (business representative) between the patient accounting office and the school's clinics to establish and enforce the School of Dentistry payment policies and procedures. This position will provide and gather information to assist in account establishment, fee collections, patient/guarantor/third party billing and handling, account billing inquiries, disputes, account detail, quality assurance and account adjustments/refunds.

The Patient Financial Representative will interact with patients, guarantors, students, faculty, staff and the public to promote the timeliness of patient care, collection of patient fees and resolution of patient questions and concerns through helpful, friendly, clear, concise, knowledgeable and accurate verbal and written communications.

Essential Functions

Account Management & Problem Solving 45%

• Communicates payment expectations and enforces the School's payment policies with patients/students and collects deposits or payments
• Promotes fee collections prior to services provided to reduce patient billings
• Formalize account terms with MHCP recipients and/or other state programs prior to initiation of treatment explaining plan coverage, plan restrictions, and/or non covered services
• Accesses computerized financial information to answer general questions as well as those related to specific accounts
• Assists in obtaining payment from third party payers on outstanding balances affecting payment performance on patient accounts (i.e.: obtaining new insurance information for submission)
• Resolves customer service or billing concerns by performing activities such as refunding money and/or adjusting accounts with appropriate authorization
• Checks to ensure that appropriate changes were made to resolve customer concerns
• Contacts customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments
• Refers unresolved patient grievances to designated departments for further investigation
• Explains third party coverage and limitations to patients
• Contacts insurance company either by phone or Internet for insurance benefit information when necessary
• Contacts patient/guarantor either day prior or day of appointment regarding balance due on delinquent accounts and collects fees prior to next appointment
• Acts as contact person for patients/guarantors with current
  -150 day old accounts
• Breaks down account summary-charges, payments, adjustments and identifies past due balances, previous write offs and is able to explain to patient/guarantor
• Investigates patient concerns received by mail, phone, or in person
• Refers account problems/concerns to supervisor or private collection agency when necessary
• Explains, promotes, and adheres to clinic and payment policies and procedures
• Notifies students/resident/faculty via copy of EOB (explanation of benefits) in appropriate mail box with results of pre-determinations/prior authorizations
• Works during peak periods such as the beginning and end of each clinic session and/or during each billing cycle

Cash Handling/Bookkeeping/Accounts Receivable 20%

• Follows proper cash handling policies and procedures outlined by U of M
• Calculates and gives correct change and/or collects appropriate payments
• Prepares receipts for phone payments each day and delivers to cashier's office
• Reviews and audits patient record for complete entries when reconciling against computer system
• Processes daily A/R adjustments and refunds with minimal errors

Customer Relations & Services 15%

• Communicates with patients, students, staff, and faculty in a friendly, helpful, and business-like manner whether in person or by phone.
• Greets patients in a pleasant manner by determining the nature and purpose of the visit and directing or escorting them to specific destinations
• Provides information about the school such as location of departments/offices or students, residents, faculty and staff within the University
• Operates telephone system to answer, screen and forward calls providing information and/or taking messages
• Attends and participates in…