CustomerServiceResolutionSpecialistII

**Job Description Summary** To identify and resolve escalated, high priority patient account issues. Review/analyze patient accounts and take the necessary steps to resolve patient/guarantor issues. Works primarily through work queues and/or MyChart and patient correspondence. Assist with escalated/high priority patient account issues. Supports new hire training as needed. **Entity** University Medical Associates (UMA) Only Employees and Financials **Worker Type** Employee **Worker Sub-Type​** Regular **Cost Center** CC002054 UMA CORP RC SBO Customer Service CC **Pay Rate Type** Hourly **Pay Grade** Health-22 **Scheduled Weekly Hours** 40 **Work Shift** **Job Description** * First line contact for escalated/high priority patient billing concerns. Handles our most challenging billing concerns. * Serves as a liaison between departments and patient accounting staff to assist with all billing issues; maintains positive interdepartmental relationships. Serves as primary contact for various departments within MUSC. * Works with all systems including Epic to resolve patient billing issues including refunds, charge corrections, credit/debit memos, and payment reversal/reentries. Works through assigned work queues for risk management requests, patient correspondence, MyChart requests, financial counselor requests, and patient generated billing concerns. * Participates and facilitates new hire training as needed. * Identifies when additional team training needed and assists with this training. Provides billing education as needed to other areas within organization. * Maintains acceptable accuracy rate and meets or exceeds department metrics; identifies trends for improvement through daily work processes * Assists management team (including executive management) with escalated patient account issues; works quickly, accurately, and professionally to resolve high priority patient accounts. * Assists with on-site patient counseling and supports customer service as business needs