PBS Specialist

PBS Specialist - Customer Service MD Anderson Cancer Center 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 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 internal and external customers, vendors, and ensures detailed billing information such as itemized statements and patient account summaries in EPIC. The specialist also manages estate and bankruptcy processes for referral to the Office of General Counsel and review of accounts in bad debt. Responsibilities Manages a high volume of complex inquiries in EPIC and resolves concerns within 2448 hours. Utilizes critical thinking skills to judge accounts and ensure that patient concerns are fully addressed. Works with Patient Advocacy to address patients concerns. Provides MyChart correspondence and follow?up with patients within 2448 hours. Loads and links insurance information. Reviews accounts to ensure all demographic information is valid and up to date. Reviews accounts for possible refund due and communicates any refund request to the Credit Resolution Team. Performs analysis on all accounting systems to assure billing of total charges, verification of payment postings, contractual adjustments and reports valid account information. Adheres to the ABCs of customer service and departmental greetings. Receives and responds to incoming calls from providers and insurance representatives to expedite claim processing. Follows up on aged balances identified during each encounter with patients and works toward immediate resolution. Reviews patients accounts in their entirety to resolve the complete account (undistributed balance, aged balances, refund pending). Has excellent written and oral communication skills. Advise patients of all aged balances and attempts to collect. Maintains all assigned work queues without lagging beyond 30 days. Completes payment plan requests timely and accurately according to departmental guidelines. Achieves annual collection goals established by the department. Works independently and deals effectively with stress from heavy workload and complex inquiries. Notifies management timely of accounts indicating delinquency according to the payment plan contract and maintains valid credit card information. Is knowledgeable in reviewing balances in EPIC for PB (professional billing) and HB (hospital billing) and in adding insurance information for billing purposes. Manages estate and bankruptcy processes for referral to the Office of General Counsel and review of accounts in bad debt. Prevents PHI/HIPAA violations. Accesses available resources to make accurate decisions. Meets the daily production standard and quarterly report card thresholds. Documents and reviews clinical trial patient coverage with payors and sponsors. Escalates issues promptly to the Patient Business Services Customer Service Supervisor or Patient Advocacy as appropriate. Documents conversations and communications accurately with payors, third?party vendors, patients, and other representatives. Conducts all customer service activities in a courteous and professional manner and maintains positive relationships with patients, physicians, payors, vendors, and other partners. Pursues personal growth by participating in educational and training opportunities. Performs all other duties as assigned. Education Required: Associates Degree in Business Administration or related field. Preferred: Bachelors Degree in Business Administration or related field. Work Experience Required: 4 years in healthcare, including two years in billing, governmental regulations, and/or claims adjustment. Education may be substituted with additional equivalent experience on a one?to?one basis. Preferred Experience & Skills 5 years of healthcare customer service experience, preferably in a call?center setting, with billing, insurance follow?up, collections, cash posting, credit resolution, or bad debt management. Work Schedule Onsite. Other Requirements Must pass pre?employment skills test administered by Human Resources. Benefits The University of Texas MD Anderson Cancer Center offers medical, dental, paid time off, retirement, tuition benefits, educational opportunities, and individual and team recognition. Security & Compliance May be responsible for maintaining security and integrity of critical infrastructure as defined in Section 113.001(2) of the Texas Business and Commerce Code. May require routine reviews and screening. Equal Employment Opportunity 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, veteran status, genetic information, or any other basis protected by institutional policy or federal, state, or local laws unless such distinction is required by law. Additional Information Requisition ID: 177342 Employment Status: Full?Time Employee Status: Regular Work Week: Days Minimum Salary: USD 53,000 Midpoint Salary: USD 66,000 Maximum Salary: USD 79,000 FLSA: non?exempt and eligible for overtime pay Fund Type: Hard Work Location: Onsite Pivotal Position: Yes Referral Bonus Available: No Relocation Assistance Available: No #J-18808-Ljbffr