What are the responsibilities and job description for the Patient Financial Advocate position at UT Southwestern?
THE UNIVERSITY OF TEXAS SOUTHWESTERN MEDICAL CENTER
JOB SUMMARY
This position receives and resolves outgoing telephone inquiries for all activities associated with the collections of receivables, re-billing, insurance verification, registration updates and account follow-up with a specialized interest in self-pay. This position requires a high level of customer service and the ability to maintain friendly and appropriate communication with patients, client staff, insurance companies, and employees. This individual based on job duty could be responsible to work self pay balances, deceased, bankrupt, charity, collection agency recalls, and will serve as a liaison to the clinics, follow-up teams, and hospital staff to facilitate the appropriate and prompt payment of self-pay balances.
We are seeking a self-motivated candidate who thrives in a dynamic environment and takes initiative in completing tasks efficiently.
The ideal candidate will be proactive, resourceful, and able to work independently, while also collaborating effectively within a team.
Strong problem-solving skills and a results-driven mindset are essential for success in this role.
If you are a self-starter with a passion for driving success, we would love to hear from you.
Shift: 8-hour days (730am-4:00pm), Monday thru Friday
Work From Home: This is a WFH position. Preferrred candidate does life in the Greater DFW area. Additional details to be discussed as part of the interview process.
ESSENTIAL FUNCTIONS
Job Duties
May perform some or all of the following:
Assist in answering incoming patient/client calls to the Customer Service Department.
Resolve complex account issues and escalated patient calls.
Assist patients from the beginning of the issue to the end of the issue to ensure a resolution by all parties.
Patient accounts assigned to this person will be their sole responsibility until completion.
Contact or work directly with patients regarding their self-pay balances for payment or payment arrangements.
Determine appropriate action to be taken and make independent decisions regarding adjustment and processing of open/unresolved billing issues.
Work directly with appropriate clinic Billing Managers and Patient Assistance Office Managers to correct and resolve patient complaints.
Perform audit of accounts to resolve discrepancies in account balances and ensure payments are in accordance with the respective contract, appropriate discounts or applicable write-offs.
Contact the departments when there are issues regarding the patient's coding or service.
Contact the patient's insurance company if there are any issues regarding benefits
Contact the Follow Up department if there is a question regarding a denial or if an appeal is needed.
Contact the collection agencies if an account needs to be recalled from the agency or if there is any issue regarding payments.
Contact the Self-Pay or Insurance Posting Team(s) if there is any issue with posting.
Contact the Refund Team to ensure the patient and/or insurance refund is completed and sent out.
Work closely with Management to help identify and report trends pertaining to the Customer Service Work Queues. Make recommendations regarding work flows and procedures.
Stay abreast of the latest developments and trends in medical billing, customer service and collections. Attend seminars, webinars, and workshops and actively participates in Occupational Training and Development and Compliance educational activities.
Maintain knowledge of all university applicable rules, regulations, policies, guidelines that impact Billing Operations; seeks advice and guidance as necessary to ensure proper understanding of job functions.
Identify ways to improve work processes and provide recommendations for new or revised procedures, to enhance the collection and customer service process; implements and monitors results as appropriate in support of the overall goals of the department.
Duties performed may include one or more of the following core functions: (a) Directly interacting with or caring for patients; (b) Directly interacting with or caring for human-subjects research participants; (c) Regularly maintaining, modifying, releasing or similarly affecting patient records (including patient financial records); or (d) Regularly maintaining, modifying, releasing or similarly affecting human-subjects research records.
Perform other duties as assigned.
QUALIFICATIONS
Education and Experience
Required
Education
High School Diploma Or equivalent or
Experience
4 years Directly related experience in medical billing environment with at least and
2 years Customer service experience in evaluating customer billing inquiries.
Preferred
Education
Associate's Degree Or two years of college
Knowledge, Skills and Abilities
Work requires demonstrating the ability to handle escalated or complex customer inquiries.
Work requires must be professional in appearance and adhere to the department's policies and procedures.
Work requires strong customer service and organizational skills.
Work requires strong oral and written communication skills, including the use of medical terminology.
Work requires to be able to handle stressful situations including discussing outstanding balances with patients and taking the appropriate action.
PHYSICAL DEMANDS/WORKING CONDITIONS
Physical Demands
Talking
Working Conditions
Office Setting
PACT STATEMENT
The following is the acronym, "PACT", and is fundamental to all non-clinical positions at UT Southwestern Medical Center:
P-Problem Solving : Employees take ownership in solving problems effectively, efficiently, and to the satisfaction of customers, or managers. They show initiative in addressing areas of concern before they become problems.
A-Ability, Attitude and Accountability : Employees exhibit ability to perform their job and conduct themselves in a professional and positive manner reflecting a professional environment readily assuming obligations in a dependable and reliable manner.
C-Communication, Contribution, and Collaboration : Who are our Customers? Anyone who requests our help, needs our work product, or receives our services. Employees focus on customer service with creative solutions while improving the customer experience through clear, courteous, and timely delivery and communication. Sharing ideas with others helps expand our contribution to department goals.
T-Teamwork : Employees work to contribute to the department's success by supporting co-workers, promoting excellence in work product and customer service, and in maintaining a satisfying, caring environment for each other.
Salary
Salary Negotiable
Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.
EEO Statement
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.
Benefits UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:
PPO medical plan, available day one at no cost for full-time employee-only coverage
100% coverage for preventive healthcare – no copay
Paid Time Off, available day one
Retirement Programs through the Teacher Retirement System of Texas (TRS)
Paid Parental Leave Benefit
Wellness programs
Tuition Reimbursement
Public Service Loan Forgiveness (PSLF) Qualified Employer
Learn more about these and other UTSW employee benefits!
JOB SUMMARY
This position receives and resolves outgoing telephone inquiries for all activities associated with the collections of receivables, re-billing, insurance verification, registration updates and account follow-up with a specialized interest in self-pay. This position requires a high level of customer service and the ability to maintain friendly and appropriate communication with patients, client staff, insurance companies, and employees. This individual based on job duty could be responsible to work self pay balances, deceased, bankrupt, charity, collection agency recalls, and will serve as a liaison to the clinics, follow-up teams, and hospital staff to facilitate the appropriate and prompt payment of self-pay balances.
We are seeking a self-motivated candidate who thrives in a dynamic environment and takes initiative in completing tasks efficiently.
The ideal candidate will be proactive, resourceful, and able to work independently, while also collaborating effectively within a team.
Strong problem-solving skills and a results-driven mindset are essential for success in this role.
If you are a self-starter with a passion for driving success, we would love to hear from you.
Shift: 8-hour days (730am-4:00pm), Monday thru Friday
Work From Home: This is a WFH position. Preferrred candidate does life in the Greater DFW area. Additional details to be discussed as part of the interview process.
ESSENTIAL FUNCTIONS
Job Duties
May perform some or all of the following:
Assist in answering incoming patient/client calls to the Customer Service Department.
Resolve complex account issues and escalated patient calls.
Assist patients from the beginning of the issue to the end of the issue to ensure a resolution by all parties.
Patient accounts assigned to this person will be their sole responsibility until completion.
Contact or work directly with patients regarding their self-pay balances for payment or payment arrangements.
Determine appropriate action to be taken and make independent decisions regarding adjustment and processing of open/unresolved billing issues.
Work directly with appropriate clinic Billing Managers and Patient Assistance Office Managers to correct and resolve patient complaints.
Perform audit of accounts to resolve discrepancies in account balances and ensure payments are in accordance with the respective contract, appropriate discounts or applicable write-offs.
Contact the departments when there are issues regarding the patient's coding or service.
Contact the patient's insurance company if there are any issues regarding benefits
Contact the Follow Up department if there is a question regarding a denial or if an appeal is needed.
Contact the collection agencies if an account needs to be recalled from the agency or if there is any issue regarding payments.
Contact the Self-Pay or Insurance Posting Team(s) if there is any issue with posting.
Contact the Refund Team to ensure the patient and/or insurance refund is completed and sent out.
Work closely with Management to help identify and report trends pertaining to the Customer Service Work Queues. Make recommendations regarding work flows and procedures.
Stay abreast of the latest developments and trends in medical billing, customer service and collections. Attend seminars, webinars, and workshops and actively participates in Occupational Training and Development and Compliance educational activities.
Maintain knowledge of all university applicable rules, regulations, policies, guidelines that impact Billing Operations; seeks advice and guidance as necessary to ensure proper understanding of job functions.
Identify ways to improve work processes and provide recommendations for new or revised procedures, to enhance the collection and customer service process; implements and monitors results as appropriate in support of the overall goals of the department.
Duties performed may include one or more of the following core functions: (a) Directly interacting with or caring for patients; (b) Directly interacting with or caring for human-subjects research participants; (c) Regularly maintaining, modifying, releasing or similarly affecting patient records (including patient financial records); or (d) Regularly maintaining, modifying, releasing or similarly affecting human-subjects research records.
Perform other duties as assigned.
QUALIFICATIONS
Education and Experience
Required
Education
High School Diploma Or equivalent or
Experience
4 years Directly related experience in medical billing environment with at least and
2 years Customer service experience in evaluating customer billing inquiries.
Preferred
Education
Associate's Degree Or two years of college
Knowledge, Skills and Abilities
Work requires demonstrating the ability to handle escalated or complex customer inquiries.
Work requires must be professional in appearance and adhere to the department's policies and procedures.
Work requires strong customer service and organizational skills.
Work requires strong oral and written communication skills, including the use of medical terminology.
Work requires to be able to handle stressful situations including discussing outstanding balances with patients and taking the appropriate action.
PHYSICAL DEMANDS/WORKING CONDITIONS
Physical Demands
Talking
Working Conditions
Office Setting
PACT STATEMENT
The following is the acronym, "PACT", and is fundamental to all non-clinical positions at UT Southwestern Medical Center:
P-Problem Solving : Employees take ownership in solving problems effectively, efficiently, and to the satisfaction of customers, or managers. They show initiative in addressing areas of concern before they become problems.
A-Ability, Attitude and Accountability : Employees exhibit ability to perform their job and conduct themselves in a professional and positive manner reflecting a professional environment readily assuming obligations in a dependable and reliable manner.
C-Communication, Contribution, and Collaboration : Who are our Customers? Anyone who requests our help, needs our work product, or receives our services. Employees focus on customer service with creative solutions while improving the customer experience through clear, courteous, and timely delivery and communication. Sharing ideas with others helps expand our contribution to department goals.
T-Teamwork : Employees work to contribute to the department's success by supporting co-workers, promoting excellence in work product and customer service, and in maintaining a satisfying, caring environment for each other.
Salary
Salary Negotiable
Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.
EEO Statement
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.
Benefits UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:
PPO medical plan, available day one at no cost for full-time employee-only coverage
100% coverage for preventive healthcare – no copay
Paid Time Off, available day one
Retirement Programs through the Teacher Retirement System of Texas (TRS)
Paid Parental Leave Benefit
Wellness programs
Tuition Reimbursement
Public Service Loan Forgiveness (PSLF) Qualified Employer
Learn more about these and other UTSW employee benefits!
