Pt Self-Pay Resoltn Ctr Rep II

Rochester, NY


Job Summary

The Patient Financial Representative performs the functions of Patient Account Management for individuals receiving care from the University of Rochester Medical Center (URMC), Highland Hospital (HH), and University of Rochester Medical Facility Group (URMFG). The Patient Financial Representative responds to patients’ inquiries via telephone, MyChart, mail, email, and fax, concerning, but not limited to, billing issues, claim payments, contract benefits, and medical billing in accordance with HIPAA, Third Party Billing rules and regulations, and the Fair Credit Debt Collection Practices Act. The Patient Financial Representative acts with c ompassion and empathy, exercises tact, patience, and professionalism at all times in responding to internal/external customers. Acts as a liaison among the customers, business partners, and plans in a professional, self-directed manner to ensure and promote customer satisfaction and retention.

Key Functions and Expected Performances

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

Patient Inquiries:

  • Researches, interprets and responds to inquiries from internal and external customers concerning unresolved patient billing issues, outstanding balances as a result of statements sent within the billing systems (EPIC, Flowcast, and HBOC) utilizing reference materials and available resources.

  • Resolves customer inquiries in an accurate, organized, efficient, timely, and expert manner; resulting in acceptable accuracy, production levels, and retention of patient services.

  • Consistently adheres to all Patient Service policies, procedures, and performance measures including inquiry documentation procedures.

  • Maintains performance and quality standards based on established call center metrics including turn-around times.

  • Initiates insurance billing either electronically or via the use of the Electronic Work file transfer process within the billing systems for accounts classified as Self-Pay in error.

  • Identifies and verifies coverage under the government health insurance programs.

  • Secures revenue for URMC, HH, and URMFG by advising customers about insurance and payment options.

  • Creates budget installment payment plans for those customers in need.

  • Identifies patterns generated by external and internal activity impacting customer satisfaction.

  • Uses best judgment under set procedures, alert management regarding issues not completed within specified timeframes.

  • Participates in training to learn regulations, systems, procedures, develop skills and initiate actions to accurately fulfill all requirements of the job.

  • Safeguards member privacy in accordance with the corporate privacy policies and procedures.

  • Performs other related duties as assigned.


  • Consistently demonstrate high standards of integrity by supporting the URMC’s values, and adhering to the Corporate Code of Conduct, and ICARE Philosophy of Care.

Minimum Requirements:

  • High school graduate with 4 years of experience in healthcare, billing, or collections experience

  • OR

  • Bachelor’s degree with at least 1 year of related experience

  • OR

  • Equivalent combination of education and experience

Preferred Requirements:

  • Proven and effective diplomatic communicator demonstrated by the ability to consistently present and express oral and written information in an organized, understandable, complete, and concise manner.

  • Ability to remain professional and focused under multiple pressures and demands.

  • Strong organizational skills, reasoning, and problem solving skills.

  • Ability to multi-task in order to efficiently resolve customer concerns, by actively listening to the customer, navigating multiple programs and applications at the same time, typing call documentation, and speaking to the customer simultaneously.

  • Ability to prioritize tasks and work in fast paced environment.

  • Ability to work effectively as a member of a team.

  • Actively participate in and contribute to the daily operations of the Patient Services Department by identifying improvements to processes, services, and the patient experience.

  • Excellent computer skills required. Proficient at instant messaging and text messaging technology.

  • Regular reliable attendance is expected and required.

Professional Competencies:

  • Customer Focus

  • Active Listening and Empathy

  • Excellent Oral/Written Communication

  • Proactive

  • Detail-Orientation

  • Problem Solving/Organizational Skills

  • Teamwork Orientation

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $19.08 - $25.77 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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Location: Medical Faculty Group
Full/Part Time: Full-Time