[Hiring] Patient Account Specialist, Senior @UT Southwestern Medical Center

Role Description

This position requires a high level of customer service and the ability to maintain friendly and appropriate communication to include chatbot interactions with patients, internal staff, insurance companies, and employees. Will assist with call shadowing, staff development and training of team members.

Work From Home: This is a work from home (WFH) position. Candidates must live within the State of Texas.

Shift: 8am-5pm, Monday through Friday.

Qualifications

• High School Diploma or GED equivalent
• 3 years of directly related experience in medical billing
• 1 year of customer service experience in evaluating customer billing inquiries
• Some college (preferred)

Requirements

• Responsible for integrating AI technologies to enhance operational efficiency, automate processes, and drive data-informed decision-making to include managing multiple chat interactions.
• Contact or work directly with patients regarding their outstanding balances for payment or payment arrangements.
• Contact patients regarding delinquent payment plans or to update payment plans when additional charges are added.
• Add or correct insurance registration and files claims accordingly.
• Confirm and update demographics to include address and telephone numbers if needed.
• Document all actions taken on accounts in the system's CRM and account notes to ensure all prior actions are noted and understandable by others.
• Review accounts to resolve discrepancies on account balances and ensure payments are in accordance with the respective contract, appropriate discounts or applicable write-off completed.
• Identify bad debt accounts that qualify for recall from the collection agencies.
• Responds to MyChart inquiries in a timely manner; escalated patient inquiries will be sent to the Patient Financial Advocate for account resolution.
• Perform audit of accounts and resolve discrepancies as needed.
• Answer questions and provide appropriate guidance to new team members on resolving account issues.
• Stays abreast of latest developments and trends in medical billing, customer service, and collections; attends seminars, webinars, workshops, and actively participates in Occupational Training and Development and Compliance educational activities.
• Maintains 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.
• Requires comprehensive insurance knowledge and extensive understanding of Explanations of Benefits (EOBs) to accurately interpret benefits, assist patients, review claims remittances, and ensure compliance with industry regulations.
• Performs other duties as assigned.

Benefits

• 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