Job Abstract

The Customer Service Resolution Specialist handles and resolves customer questions, complaints, patient responsibility balances and billing inquiries with the highest degree of courtesy and professionalism. The call center is the primary point for all inbound contacts from our customers. Primary focus includes both timely responses to customers’ inquiries via a variety of pathways and outreach efforts to resolve open unresolved inquires. Contacts may be initiated by customers fax mail email work... more details

The Customer Service Resolution Specialist handles and resolves customer questions, complaints, patient responsibility balances and billing inquiries with the highest degree of courtesy and professionalism. The call center is the primary point for all inbound contacts from our customers. Primary focus includes both timely responses to customers’ inquiries via a variety of pathways and outreach efforts to resolve open unresolved inquires. Contacts may be initiated by customers fax mail email work listing or other vehicles of communication. The representative utilizes multiple electronic billing and medical retrieval systems as well as knowledge of medical billing and financial assistance to resolve guarantor/patient inquiries. The representative must be able to respond knowledgeably to a wide range of customer issues.  Our goal is to resolve all of the patient’s concerns while maintaining positive relationships with the customer by providing the best possible service to all our customers thereby enhancing the overall engagement with the patient.

• Responds to patient inquiries via incoming phone calls, emails or messages 
• Provides information about financial assistance for patients notably uninsured/under-insured patients.
• Performs analysis of billing process to determine what if any amount is patient responsibility.
• Resolves patient responsibility balances through proven debt collection techniques.
• Provides optimum customer service including quality assurance for all patient inquiries
• Performs the following Contact Center functions: answer calls, respond to email, meet performance expectations.
• Performs computerized data entry.

• In addition to the above job responsibilities, other duties may be assigned.

Position Compensation Range: $16.64 - $25.79 Hourly

MINIMUM REQUIREMENTS

Education: High School Graduate or Equivalent.
Experience: 1 year relevant experience preferred.
Licensure: None required.

PHYSICAL DEMANDS

This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.

The University of Virginia, including the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff.  We believe diversity is excellence expressing itself through every person's perspectives and lived experiences.  We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.