Patient Billing Associate

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission.

The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.

About the role

The core function of this role is to improve patient experience, lower AR Days through resolution of patient account balances, and increase cash collections. SBO is the centralized team supporting institutional patient billing services, with knowledge spanning both hospital and professional revenue cycle services. This position has no responsibility for providing direct patient care; however, it supports direct patient customer service.

Responsibilities

• Daily work is performed with minimal supervision, exercising independent judgment.
• Manage a high volume of inbound patient phone calls while adhering to quality standards.
• Handle high-dollar balance accounts by determining resolution pathways in coordination with the patient (e.g., insurance, financial assistance, payment plan).
• Identify and process bankruptcies.
• Coordinate risk management referrals.
• Participate in the Finders Process.
• Serve as a patient advocate in resolving account balances (e.g., ensure appropriate billing, financial assistance).
• Problem-solve by anticipating support needs and identifying the best solution; empowered to resolve patient disputes through Service Recovery.
• Provide optimal customer service and de-escalate patient calls.
• Identify and communicate billing errors and opportunities.
• Coordinate with patients and their insurance payers.
• Establish patient payment plans in accordance with the patient's ability to pay and alignment with internal guidelines.
• Follow up on work queues (WQ) for patient account resolution and make outbound calls.
• Perform presumptive charity consideration.
• Ensure quality outcomes and alignment with departmental and institutional policies.

Requirements

• Four years of direct customer service experience, or the equivalency.
• Completion of department Customer Service Certificate within 6 months of hire.

Qualifications

• Ability to perform the essential functions of the job as outlined above.
• Hospital and professional billing knowledge and support.
• Revenue cycle knowledge needed to address patient questions.
• Ability to quickly transition from call to call with varying topics or questions.
• Ability to maintain composure in stressful situations.

Preferred Qualifications

• Associate's degree in Communications, Business, or the equivalency.
• Two years of medical accounts receivable experience.
• Bilingual.

Working Conditions and Physical Demands

This is a sedentary position in an office setting that may exert up to 10 pounds and may involve lifting, carrying, pushing, pulling, or otherwise moving objects. The role primarily involves sitting and is not exposed to adverse environmental conditions.

• Listening
• Sitting
• Speaking