University of Rochester Self-Pay Collection Spec in Rochester, New York


Full Time 40 hours Grade 008 Patient Financial Services


8:30 AM-5 PM


Position Summary:

With latitude for initiative and independent judgment within department guidelines, the position is responsible for managing inpatient/outpatient accounts from the beginning of the billing period through the accurate resolution of the account. Collection activities will focus on self pay accounts. Activities performed will focus on resolving balances, referral for collection activity, presumptive financial assistance, and working reports to ensure that billing is generated timely to the patient. Makes independent decisions as to the processes necessary to collect and resolve billing issues. Maintain a detailed knowledge of billing requirements and regulations (including the Fair Credit Debt Collection Practices Act) to ensure that the process conforms to federal and state regulations. The Collections Representative will represent the department and Strong Memorial Hospital (SMH) in a professional manner, protecting confidentiality of patient information at all times.

Typical Duties:

Work weekly, bi-weekly and monthly reports and Work Lists to help decrease the amount of unbilled self pay visits and ensure timely billing to patients. Assure all hold bills are resolved within 30 days of hold. Examples of reports include but are not limited to:

  • Unbilled Cash Claims
  • Self Pay plans not final billed
  • Hold Bill Worklists
  • Statement Edits
  • Credit Balances
  • Self Pay > $10,000
  • Faith Based Reports
  • Budget Plans

Review and resolve credit balances related to self pay accounts to decrease the amount of credit balances currently in the self pay receivables. This includes but is not limited to:

  • Reviewing patient accounts for Strong Memorial Hospital and Medical Faculty Group for outstanding credit transfers
  • Creating appropriate refund spreadsheets to have patient refunds transfer
  • Transfer payments between visits
  • Transfer balances between plans to resolve off-setting balances

Receive incoming patient inquires and to complete necessary follow up activities based on the inquiry received from both internal and external customers. Follow up may include:

  • Initiating insurance billing
  • Explaining the balances shown on a patient statement and the processes for further review
  • Advising callers about payment options
  • Working with other areas to determine accuracy of balances shown

Initiate outgoing calls to customers regarding outstanding balances based on a dollar threshold and to resolve these balances by making further recommendations for:

  • Collection agency referral
  • Presumptive financial assistance
  • Insurance billing
  • Other recommendations to resolve account

Act as backup for the collection agency liaison to provide cross coverage which includes but is not limited to:

  • EstateClaim verification
  • Settlement Offers for collection agency accounts
  • Bankruptcy filings and resolution
  • Review of disputes from collection agency referrals


  • Participate in department/team staff meetings, educational classes and training
  • Attend monthly department and team staff meetings
  • Stay current on HIPAA guidelines through education and reading monthly emails.
  • Participate in educational training such as Strong Commitment ICare and annual In Service
  • Join Patient Accounts or Medical Faculty Group committees such as planning Patient Accounts/Medical Faculty Group events
  • Cross Train on team processes to enable assistance and fill in as needed


Associate's degree in Business Administration and 2 years of hospital patient accounting or consumer collections experience or certification obtained from a nationally accredited billing program (i.e., Certified Medical Billing Specialist CMBS, Certified Medical Records Technician CMRT, Certified Medical Reimbursement Specialist CMRS); or an equivalent combination of education and experience. Ability to use 10 key adding machine and type 25 wpm. Working knowledge of Microsoft Word and Excel and a general knowledge of researching information via using the web.

EOE Minorities/Females/Protected Veterans/Disabled

Job Title: Self-Pay Collection Spec

Location: Strong Memorial Hospital

Job ID: 212282

Regular/Temporary: Regular

Full/Part Time: Full-Time