Overview

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, diversity, integrity, quality and trust that are integral to our mission. EO/AA

This position is for use in RCSS only. The core function of this role is to improve patient experience, lower AR Days thru resolution of patient account balances, and increase cash collections. SBO is the centralized team supporting institutional patient billing services, their knowledge spans both hospital and professional revenue cycle services. This position has no responsibility for providing direct patient care; however, supports direct patient customer service.

Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.

Responsibilities

• Daily work is performed with minimal supervision, exercising independent judgment.

• Manage a high volume of inbound patient phone calls while adhering to the quality of standards.

• High Dollar Balance accounts - determine resolution pathway in coordination with patient (i.e. insurance, financial assistant, payment plan, etc.).

• Identification and processing of bankruptcies.

• Risk Management referrals and coordination.

• Participate in Finders Process.

• Serve as patient advocate in resolution of balance (i.e. ensure appropriate billing, financial assistance, etc).

• Problem solving by anticipating support needed and best solution.

• Empowered to resolve patient disputes thru Service Recovery.

• Provide optimal customer service and the de-escalation of patient calls.

• Identification and communication of billing errors and opportunities.

• Coordination with patient and their insurance payer.

• Establish patient payment plans, in accordance with patient's ability to pay and alignment with internal guidelines.

• WQ follow up for patient account resolution and outbound calls.

• Presumptive Charity Consideration.

• Ensures quality outcomes and alignment with Dept/Institutional policies.

Knowledge / Skills / Abilities

• Ability to perform the essential functions of the job as outlined above.

• Hospital and Professional billing knowledge and support.

• Revenue Cycle knowledge needed to address patient questions.

• Ability to quickly transition from call to call, with varying topics/questions.

• Ability to maintain composure, in stressful situations.

Qualifications

Qualifications Required

• Four years of direct customer service experience, or the equivalency.

• Completion of department Customer Service Certificate, within 6 months of hire.

Qualifications (Preferred)

Preferred

• Associate's degree in Communications, Business, or the equivalency.

• Two years of medical accounts receivable experience.

• Bilingual.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.

Physical Requirements

Listening, Sitting, Speaking

Multi-lingual Candidates Welcomed

To inquire about this posting, email: careers@hsc.utah.edu

EEO Statement

University of Utah Health Hospitals and Clinics, a part of The University of Utah, values candidates who have experience working in settings with students from diverse backgrounds and possess a strong commitment to improving access to higher education for historically underrepresented students.

Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans are encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

University of Utah Health Hospitals and Clinics, a part of The University of Utah, is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran's status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.

To request a reasonable accommodation for a disability, please contact the University of Utah Health Hospitals and Clinics Human Resources office at 801-581-6500. If you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action (OEO/AA). More information, including the Director/Title IX Coordinator's office address, electronic mail address, and telephone number can be located at:www.utah.edu/nondiscrimination/

Online reports may be submitted atoeo.utah.edu/

The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Hospitals and Clinics Human Resources at (801) 581-6500 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or Hospitals and Clinics Human Resources at (801) 581-6500 if you have questions regarding the post-retirement rules.

This position may require the successful completion of a criminal background check and/or drug screen.

Requisition Number 71954
Reg/Temp Regular
Employment Type Full-Time
Shift Day
Work Schedule Mon-Fri 7-5:30pm
Clinical/Non-Clinical Status Non-Clinical
Location Name Business Services Building
Workplace Set Up On-site
City SALT LAKE CITY
State UT
Department COR ISC 10D SELFPAY BUS OFFICE
Category Customer Service
Workplace Set Up On-site