Customer Service Resolution Specialist II

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 dictate
• Special projects as needed
• Other duties as assigned

Additional Job Description

Education: Bachelors Degree or equivalent Work Experience: 5 years for support or 0-2 years for professional

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

Medical University of South Carolina participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees