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UNC Health · 1 day ago

Revenue Cycle Financial Representative - Customer Service Call Center

Chapel Hill, NC

Full-time

Hybrid

Entry, Mid Level

$18.66/hr - $26.51/hr

2+ years exp

UNC Health is an inclusive organization with over 40,000 teammates dedicated to improving community health and well-being. The Revenue Cycle Financial Representative is responsible for complex financial counseling and customer service functions, including pre-service estimates, payment collections, and addressing billing inquiries.

Addiction TreatmentHealth CareHealth DiagnosticsHospitalNon ProfitWellness

Responsibilities

Create Hospital and Physician estimates using the Epic Patient Estimator, review eligibility and benefits utilizing RTE, and obtain authorization requirements

Contact patient pre-service providing benefit and patient liability education, explain the estimate cost, and attempt to secure payment and/or set expectation of payment at time of service

Provide estimates to patient shoppers and clinical areas across the healthcare system. Work with clinical areas to create estimate templates, determine workflow and process, and collaborate with ISD for template creation and rollout. Provide payment plans for point-of-service (POS) collections

Train clinical areas on estimate usage and patient scripting for collections, audit and provide feedback on accuracy of estimates utilizing Epic estimate reports. Track and trend collection amounts and template accuracy utilizing hospital and physician EOBs and refine process to enhance accuracy. Screen and assist patients with financial assistance, Medicaid eligibility and/or other funding sources available

Monitor and track routine follow up with Medicaid and financial assistance approvals. Handles HB/PB patient inquiries to address any/all billing questions via inbound calls, MyUNCChart, patient correspondence and patient walk-ins

Fulfills patient requests for itemization of charges, adding/verifying/billing insurance, establishing payment plans, payroll deductions, process adjustments, request refunds, and explain charity care policy and guidelines

Initiate patient outreach on delinquent payment plans, adding accounts to existing payment plans and high risk/balance accounts. Investigate HB and PB Set off Debt Collection Act (SODCA) disputed accounts that have received a NC State Income Tax refund withhold using current and legacy billing and imaging systems. Meets with attorneys to record depositions, collaborate with the attorney general’s office and attend/participate in hearings when needed

Work with Patient Relations, Risk Management for HB and PB patients who have escalated complaints or concerns. Oversee HB Client account billing and follow-up which includes validating charges and fee schedules, review and move charges, research and reconcile payments, communicate with multiple departments to answer client questions and collect payments. Work with external customers such as collection agencies, clinics to address any patient concerns

Qualification

Hospital Insurance ExperienceInsurance Billing KnowledgeCPTICD-9 KnowledgeUB-04EOB InterpretationComputer KnowledgeCustomer Service SkillsCommunication SkillsOrganizational Skills