PBS Specialist - Customer Service

Mission Statement

The mission of The University of Texas MDAnderson Cancer Center is to eliminate cancer in Texas , the nation, and the world through outstanding programs that integrate patient care, research and prevention, and through education for undergraduate and graduate students, trainees, professionals, employees and the public.

Summary

The PBS Customer Service Specialist is responsible for creating a positive patient experience while interacting with customers regarding patient inquiries in a high-volume call center and/or in person. The Specialist will work to review and resolve patient inquiries, complaints and grievances by phone, via MyChart, via Zoom and in writing in a courteous and professional manner that is both caring and compassionate. This individual maintains positive working relationships with our internal and external customers and vendors. The Specialist will provide details regarding billing inquiries and needed information, such as itemized statements and patient account summaries in our electronic health record (EPIC).

Specialists also manage estate and bankruptcy processes for referral to the Office of General Counsel, in addition to referral and review of accounts in bad debt. The Specialist must be able to utilize critical thinking skills to analyze problems and review and resolve billing inquiries and complaints. This individual must be able to multi-task in a fast-paced environment and will need exceptional customer service skills, appropriate phone etiquette and a willingness to serve others. The Specialist will need a working knowledge of healthcare billing (hospital and physician) and the ability to review and explain how claims processed according to the Explanation of Benefits. This individual needs to be comfortable discussing and collecting patient balances.

Specialists will need to adhere to all department's policies and procedures. The Specialist will work under the guidance of the Patient Business Center Customer Service Supervisor and will be responsible for timely escalation of patient concerns to the Supervisor for resolution.

Key Functions

1. Manages a high volume of complex inquiries in EPIC and resolves concerns within 24-48 hours.

2. Utilizes critical thinking skills not only to make judgements on accounts but also to ensure that patients concerns are addressed fully.

3. Work with Patient Advocacy to address patients' concerns.

4. Address correspondence and MyChart requests and follow up with patients within 24-48 hours

5. Load/ Link insurance information

6. Review accounts during interactions to ensure all demographic information is valid and up to date

7. Review accounts for possible refund due and communicates any refund request to the Credit Resolution Team.

8. Must be able to perform analysis on all accounting systems assuring billing of total charges, verification of payment postings, contractual adjustments and report valid account information.

9. Always Adheres to the ABC's of customer service by adhering to the greetings established for the department.

10. Receives and responds to incoming calls from providers and representatives from insurance companies providing information necessary to expedite claim processing and resolution.

11. Follows up on aged balances identified during each encounter with patients and work towards immediate resolution.

12. Reviews the patients accounts in its entirety to resolve the complete account; undistributed balance, aged balances, refund pending.

13. Must have excellent written and oral communication skills

14. Advises patients of all aged balances and attempt to collect.

15. Maintain all assigned work queues by not lagging beyond 30 days with no follow up activity documented.

16. Completes payment plan request timely and accurately according to the guidelines established by the department.

17. Achieves the annual collection goals established by the department.

18. Work independently and deal effectively with stress as a result of heavy workload and the handling of complex patient inquiries.

19. Notifies management timely on accounts that indicates delinquency according to the payment plan contract. Must maintain valid credit card information.

20. Must be knowledgeable in reviewing balances in the Epic systems for the PB (professional billing) and HB (hospital billing) and understands how to add insurance information for billing purposes.

21. Manage estate and bankruptcy processes for referral to the Office of General Counsel, in addition to referral and review of accounts in bad debt

22. Prevent PHI/HIPAA violations.

23. Ability to access resources available to accurately make decisions.

24. Meets the daily production standard established for the department.

25. Must maintain at least achieves on the quarterly report card.

26. For patients participating in a clinical trial, appropriately document and review with patients and the payors services being covered by the clinical trial sponsor and those designated for coverage under the patient's insurance

27. Promptly escalate any issues with the Patient Business Services Customer Service Supervisor or seek assistance as appropriate from Patient Advocacy for cases involving complaints regarding services received.

28. Completely and accurately document conversations and communication with payors, third party vendors, patients, and any other representative in and outside of the institution

29. Conducts all Customer Service activities in a courteous and professional manner and maintains a positive working relationship with patients, physicians, payors, third party vendors and any other identified business partners

30. Seeks to improve job performance and personal growth by participating in available and required educational, training and mentoring opportunities

31. Perform all other duties as assigned.

Working Conditions

This position requires

Working in Office Environment

______ No

______ Yes

Working in Patient Care Unit (e.g. Nursing unit; outpatient clinic)

______ No

______ Yes

Exposure to human/animal blood, body fluids, or tissues

______ No

______ Yes

Exposure to harmful chemicals

______ No

______ Yes

Exposure to radiation

______ No

______ Yes

Exposure to animals

______ No

______ Yes

Physical Demands

Indicate the time required to do each of the following physical demands

Time Spent

Never

0%

Occasionally

1-33%

Frequently

34-66%

Continuously

67-100%

Standing

Walking

Sitting

Reaching

Lifting/Carrying

Up to 10 lbs

10lbs to 50 lbs

More than 50 lbs

Pushing/Pulling

Up to 10 lbs

10lbs to 50 lbs

More than 50 lbs

Use computer/keyboard

Education

Required

Associate's degree in Business Administration or related field

Preferred

Bachelor's degree in Business Administration or related field

Experience

Required

Four years of experience in a business office setting to include two years' experience billing, governmental regulations and/or claims adjustment. May substitute required education degree with additional years of equivalent experience on a one-to-one basis.

Preferred

Five years business experience in customer service, call center experience, billing, insurance follow-up, collections, cash posting, credits resolution, or bad debt management in medical or hospital business office setting.

Work Schedule:

Onsite with a rotating day shift schedule.

Other Requirements:

Must pass pre-employment skills test as required and administered by Human Resources.

It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. ~~~

Additional Information

• Requisition ID: 167799

• Employment Status: Full-Time

• Employee Status: Regular

• Work Week: Days

• Minimum Salary: US Dollar (USD) 51,000

• Midpoint Salary: US Dollar (USD) 64,000

• Maximum Salary : US Dollar (USD) 77,000

• FLSA: non-exempt and eligible for overtime pay

• Fund Type: Hard

• Work Location: Remote (within Texas only)

• Pivotal Position: No

• Referral Bonus Available?: No

• Relocation Assistance Available?: No

• Science Jobs: No

#LI-Remote