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Job Description

Business Unit: Rush Medical Center

Hospital: Rush University Medical Center

Department: Revenue Cycle Enterprise Svcs

**Work Type:** Full Time (Total FTE between 0.9 and 1.0)

**Work Schedule:** 8 Hr (8:00:00 AM - 4:30:00 PM)

Rush offers exceptional rewards and benefits learn more at our Rush benefits page (https://www.rush.edu/rush-careers/employee-benefits).

**Pay Range:** $23.12 - $36.41 per hour

Rush salaries are determined by many factors including, but not limited to, education, job-related experience and skills, as well as internal equity and industry specific market data. The pay range for each role reflects Rush’s anticipated wage or salary reasonably expected to be offered for the position. Offers may vary depending on the circumstances of each case.

Summary:

The Patient Financial Experience Representative/Advocate serves as the organization’s primary liaison between Rush Revenue Cycle and patients, providers, third party agencies, and payers for all patient billing matters. This role demonstrates strong problem solving and de-escalation skills, as well as escalation of complex billing issues requiring additional support. Through patient interaction, this diverse role will monitor trends impacting the patient financial experience and recommend viable solutions to drive improvement.

Other information:

Required Job Qualifications:

• High school graduate.

• 5 years of experience working with hospital billing system with focus on Customer Service and Self-Pay Collections

• Knowledge with the operations and workflows of the Customer Service and Self-Pay Department.

• Customer service/service recovery experience.

• Knowledge of governmental payer requirements and financial assistance programs.

• Proficient in the use of MS-Office-including Excel and Word applications.

• Strong organizational and team leadership traits.

• Analytical and mathematical skills used in problem solving and issue resolution.

• Demonstrates resourcefulness while performing day to day job duties along with being able to adapt to changing situations with ease and speed.

• Strong knowledge of EPIC Single Billing Office processes and patient billing and payment portal.

• Multi-tasking ability and strong time management skills.

• Ability to observe payment trends, determine root cause of errors, identify possible solutions, and report specifics to leadership.

• Ability to analyze all forms of Commercial, Medicare, Medicaid, and Blue Cross explanation of benefits.

• Ability to work independently with a high degree of accuracy.

• Ability to assert leadership in team meetings, providing necessary documentation and pertinent summaries to management.

• Ability to train incoming staff on EPIC Single Billing Office workflows.

• Ability to prioritize tasks and delegate resources appropriately.

• Ability to track and trend data providing clear summaries to staff and management.

• Clear and concise verbal and written communication skills.

Preferred Job Qualifications:

• Bachelor’s degree in finance, Business, Economics, or Health Administration

• CRCR Certification Preferred

Responsibilities:

1. Interacts directly with the patients/families, medical staff and all other professional and support personnel/departments in clinical inpatient, outpatient and private practice areas to triage, investigate and resolve patient billing complaints and grievances.

2. Thoroughly researches inquiries -working toward resolution and documents the processes and outcomes and effectively communicates the resolution by telephone, Mychart messaging, emails, and/or letters.

3. Is adept at employing service recovery techniques and maintaining impartiality in complaint resolution.

4. Monitors trends and recommends modifications to drive self-pay AR recovery strategy.

5. Assists with the development of team members by providing direction and training to ensure consistency of workflow procedures and performance optimization.

6. Understands and can effectively communicate hospital billing practices, polices, patient complex regulatory and billing requirements, including but not limited to Provider Based Clinics (PBCs), out-of-network or benefit limitations, non-covered charges, co-insurance and deductibles, late charge policies, procedure or lifetime max benefits, explanation of benefits (EOB), electronic remittance advices (ERAs), and other factors than may impact the patient billing statement.

7. Epic Single Billing Office workflow understanding pertaining to, but not limited to the following: payment plans, financial assistance policies, collections agencies, online billing system, insurance changes and updates, itemized bill requests, medical record requests, bankruptcies, Epic smartext letters, charge audits, billing and collections, workers compensation, personal injury, returned mail, credit card processing, workqueues and ancillary department communication.

8. Verifies online eligibility for both Governmental and Non-governmental insurance payers.

9. Epic Reg/ADT workflow understanding pertaining to, but not limited to the following: guarantor accounts, guarantor account status, coverage, additional information, view documents, verify, response history, patient and subscriber demographics, and encounter FYIs ….

10. Works in conjunction with internal Healthcare Finance staff, collaborating with Denials Management, Payment Review, Cash Posting and Contractual Allowances, Governmental and Non-Governmental billing and collections, and the Charge Integrity Unit.

11. Working understanding of both the inbound Automatic Call Distribution (ACD) Telecommunications system and the outbound Automatic Dialer Campaigns.

12. Monitors self-pay accounts and performs all follow up activities to ensure maximum reimbursement is attained while complying with all regulations and guidelines.

13. Follows Healthcare Finance departmental policies and procedures as it pertains to phone etiquette, scripting, greetings, escalation prevention techniques, while maintaining professionalism and a patient centric environment.

14. Willingness to engage in continual education, becoming a cross functional, cross trained employee with knowledge of the entire revenue cycle.

15. Oversees special projects as needed.

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

**Position** Patient Experience Coordinator

**Location** US:IL:Chicago

**Req ID** 20452