PBS Associate – Customer Service in Houston, Texas

Mission Statement

The mission of The University of Texas MDAnderson Cancer Center is to eliminate cancer in Texas , the nation, and the world through outstanding programs that integrate patient care, research and prevention, and through education for undergraduate and graduate students, trainees, professionals, employees and the public.

Summary

The PBS Customer Service Associate 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. In an office setting, the Associate will greet patients and check them in for their visit with a PBS Customer Service Specialist. The Associate will work to 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. The Associate handles and processes incoming correspondence. Associates also manage estate and bankruptcy processes for referral to the Office of General Counsel, in addition to referral and review of accounts in bad debt.

This individual maintains positive working relationships with our internal and external customers and vendors. The Associate will provide details regarding billing inquiries and needed information, such as itemized statements and patient account summaries in our electronic health record (EPIC). This individual needs to be comfortable discussing and collecting patient balances and working in a fast-paced environment and will need exceptional customer service skills, appropriate phone etiquette and a willingness to serve others.

Associates will need to adhere to all department’s policies and procedures. The Associate will work under the guidance of the Patient Business Center Customer Service Supervisor and will be responsible for timely escalation of patient concerns to the Supervisor for resolution.

Key Functions

1. Manages a high volume of inquiries in EPIC and resolves concerns within 24-48 hours.

2. Utilizes critical thinking skills not only to make judgements on accounts but also to ensure that patients concerns are addressed fully.

3. Address correspondence and My Chart requests and follow up with patients within 24-48 hours

4. Load/ Link insurance information

5. Review accounts for possible refund due and communicates any refund request to the Credit Resolution Team.

6. Compiles the refund request packages for approval and processing

7. Always Adheres to the ABC’s of customer service by adhering to the greetings established for the department.

8. Follows up on aged balances identified during each encounter with patients and work towards immediate resolution.

9. Must have excellent written and oral communication skills

10. Advises patients of all aged balances and attempt to collect.

11. Maintain all assigned work queues by not lagging beyond 30 days with no follow up activity documented.

12. Achieves the annual collection goals established by the department.

13. Work independently and deal effectively with stress

14. Notifies management timely on accounts that indicates delinquency according to the payment plan contract. Must maintain valid credit card information.

15. Prevent PHI/HIPAA violations.

16. Ability to access resources available to accurately make decisions.

17. Manage estate and bankruptcy processes for referral to the Office of General Counsel, in addition to referral and review of accounts in bad debt

18. Meets the daily production standard established for the department.

19. Must maintain at least achieves on the quarterly report card.

20. Promptly escalate any issues with the Patient Business Services Customer Service Supervisor or seek assistance as appropriate from Patient Advocacy for cases involving complaints regarding services received.

21. Completely and accurately document conversations and communication with payors, third party vendors, patients, and any other representative in and outside of the institution

22. Conducts all Customer Service activities in a courteous and professional manner and maintains a positive working relationship with patients, physicians, payors, third party vendors and any other identified business partners

23. Seeks to improve job performance and personal growth by participating in available and required educational, training and mentoring opportunities

24. Perform all other duties as assigned

Required Education:

High school diploma.

Required Experience:

Three years of experience in billing, insurance follow-up, or collections in a medical or hospital business office setting.

Preferred Experience/Skills:

Experience in a Healthcare environment involving customer service, billing, hospital collections, experience with payors, call center experience, Epic experience, people person, excellent written and verbal communication skills, detail oriented (documentation), computer savvy. empathetic, patience, flexible, positive attitude, multi-task skills, active listener, friendly person.

Work Schedule:

Monday – Friday 8 hour shifts: 7:45am-4:45pm, 8:00am-5:00pm, 9:00am-6:00pm These shifts rotate every month. Must be flexible and able to work until 6pm. Working Saturday’s at times mandatory, but usually during end of fiscal year.

Other Requirements:

Must pass pre-employment skills test as required and administered by Human Resources.

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, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html

Additional Information

• Requisition ID: 171741

• Employment Status: Full-Time

• Employee Status: Regular

• Work Week: Days

• Minimum Salary: US Dollar (USD) 45,000

• Midpoint Salary: US Dollar (USD) 56,500

• Maximum Salary : US Dollar (USD) 68,000

• FLSA: non-exempt and eligible for overtime pay

• Fund Type: Hard

• Work Location: Remote (within Texas only)

• Pivotal Position: No

• Referral Bonus Available?: No

• Relocation Assistance Available?: No

• Science Jobs: No

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