Self-Pay Resolution Center Representative 2

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

905 Elmgrove Rd, Rochester, New York, United States of America, 14624

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

910401 Patient Self-Pay Services

Work Shift:

UR - Day (United States of America)

Range:

UR URCC 204 H

Compensation Range:

$19.72 - $26.62

Responsibilities:

Provides timely responses to customer inquiries by telephone, email or website chatbox in an in- or outbound service center, consistent with service and quality standards. Troubleshoots and resolves customer complaints.

ESSENTIAL FUNCTIONS

• Initiates insurance billing, either electronically or via the use of the Electronic Work file transfer process within the billing systems, for accounts classified as Self-Pay in error. Identifies and verifies coverage under the government health insurance programs. Secures revenue for University and affiliates by advising customers about insurance and payment options.
• Researches, interprets and responds to inquiries from internal and external customers concerning unresolved patient billing issues. Resolves customer inquiries in an accurate, organized, efficient, timely, and expert manner, resulting in acceptable accuracy, production levels, and retention of patient services. Maintains performance and quality standards based on established call center metrics, including turn-around times. Creates budget installment payment plans for those customers in need.
• Consistently adheres to all Patient Services policies, procedures, and performance measures, including inquiry documentation procedures. Uses best judgment under set procedures and alerts management regarding issues not completed within specified timeframes. Identifies patterns generated by external and internal activity impacting customer satisfaction. Safeguards member privacy in accordance with the corporate privacy policies and procedures.
• Participates in training learn regulations, systems, procedures, develops skills and initiates actions to accurately fulfill all requirements of the job.
• Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

• Associate's degree and 2 years of relevant experience required
• Or equivalent combination of education and experience

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.