About this role
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 inquires 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.
· 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: answer calls, respond to email, meet performance expectations.
· In addition to the above job responsibilities, other duties may be assigned.
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 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.Benefits
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
UVA Health is a world-class Magnet Recognized academic medical center and health system with a level 1 trauma center. 2023-2024 U.S. News & World Report “Best Hospitals” guide rates UVA Health University Medical Center as “High Performing” in 5 adult specialties and 14 conditions/procedures. We are one of 70 National Cancer Institute designated cancer centers. UVA Health Children’s is named by 2023-2024 U.S. News & World Report as the best children's hospital in Virginia with 9 specialties ranked among the best in the nation. Our footprint also encompasses 3 community hospitals and an integrated network of primary and specialty care clinics throughout Charlottesville, Culpeper, Northern Virginia, and beyond.
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.
Other facts
About University of Virginia
UVA Physicians Group (UPG) was founded in 1979 as a supportive partner to UVA Medical Center and UVA School of Medicine. For over 40 years, UPG has been committed to improving the lives of UVA Health physicians & providers and to the mission, vision and values of UVA Health in service to our patients throughout the region.
UPG is an administratively supported group practice which operates as a collaborative UVA Health entity supporting UVA Health physicians & providers at UVA Medical Center and in a number of Clinical Practice Group (CPG) locations throughout Charlottesville and the Commonwealth of Virginia.
Over 900 UVA clinical faculty members are dually employed through UPG and UVA School of Medicine's 21 clinical departments. UPG also employs nearly 200 advanced practice providers and other clinicians within UVA clinical departments, and approximately 150 physicians, advanced practice providers & clinicians in practices locally and regionally.
In addition to its clinical role in supporting the University’s mission to deliver world-class patient care, UPG provides administrative and financial functions that support care delivery and clinical management. Approximately 400 UPG team members fulfill these administrative and financial roles in Charlottesville locations and in clinics across the Commonwealth.
UPG is an independent 501(c)3 University Associated Organization (UAO) and is governed by its own Board of Directors with a public majority.
What you'll do
- The Customer Service Resolution Specialist handles and resolves customer inquiries, complaints, and billing questions. The role involves utilizing electronic systems to provide information and support to patients, particularly those who are uninsured or under-insured.
Ready to join University of Virginia?
Take the next step in your career journey