University of Rochester Patient Services Liaison in Rochester, New York


Full Time 40 hours Grade 007 Patient Financial Services


8:30 AM-5 PM


Job Summary:

The agency/department liaison will be responsible for responding to requests and inquiries from the Patient Services staff and the billing department related to accounts transferred to the collection agencies. The Collection Agency/Department Liaison will be responsible to receive, log and resolve inquiries and requests from both internal and external customers concerning the status of the visits and unpaid balances for services transferred to the collection agencies and or the internal collection agency. The position requires a broad knowledge base about medical billing, rules and regulations of third party billing. In addition, the position requires experience among the billing systems, Flowcast to interpret and respond to questions and issues. The position requires a competency level in the use of verification and third party and government billing systems as well as knowledge and understanding of the Fair Credit Act.


With general direction of the Patient Services Management Team and with latitude for initiative and judgment:

  • Receive daily, weekly, monthly reports from external customers that need to be reviewed and processed. The reports can include verification and billing of insurances, payment transfer requests, verification of account status, and other reports as assigned. Responsible for processing of internal reports to ensure that accounts are processing appropriately within the billing systems. Perform quality assurance checks regarding outgoing correspondence, requesting and distributing daily statement requests.
  • Perform quality assurance checks regarding outgoing correspondence, requesting and distributing daily statement requests. Sorts and routes incoming mail, including but not limited to patient refund checks, statements, collection letters, and correspondence. Responsible for validating patient addresses via telephone, through returned mail, or using electronic tools. Update the Flowcast billing system accordingly, ensuring that patient addresses and all pertinent registration data are accurate. Mail outgoing statements, receipts, requisitions and letters.
  • According to established policies and procedures, prepare all payments received from collection agencies for payment posting. Receive incoming inquiries from both internal and external customers and ensure that account status is kept current.
  • Create and follow ticklers on research issues. Assign with equity Patient Disputes and perform follow up to ensure meeting the state mandates time frames. Using best judgment under set procedures, alert management team to issues not completed within specific timeframes. Ability to identify potential issues or trends and report to management.
  • Other duties not otherwise assigned.


Requires 1 year of relevant High School education or equivalent and 1-2 years of related experience such as patient accounting or call center experience; or an equivalent combination of education and experience. Associates Degree preferred.

EOE Minorities/Females/Protected Veterans/Disabled

Job Title: Patient Services Liaison

Location: Strong Memorial Hospital

Job ID: 202586

Regular/Temporary: Regular

Full/Part Time: Full-Time