Patient Financial Services Representative

POSITION SUMMARY:
The Patient Financial Services Specialist is responsible for the collection of self-pay balances for hospital, clinic and homecare patients while providing exceptional customer service. The Patient Financial Services Specialist will handle outgoing and incoming calls, correspondence, as well as face to face communications at the UW Health Northern Illinois business office. Job duties include assessing the patient's ability to pay, establishing payment arrangements, counseling patients on UW Health's financial assistance program, assisting patients with applications for government programs (Medicaid), following-up to facilitate prompt and accurate resolution of outstanding balances, as well as recommending accounts for referral to collection agencies if unresolved.
This position represents UW Health Northern Illinois and the Revenue Cycle team by adhering and upholding the UW Health Respect For People Commitments and UW Health Service Excellence Standards of Behavior in providing the highest quality service to our customers. They will be friendly, knowledgeable, flexible, and reliable. They will listen to, anticipate, recognize, and satisfy our customer's needs. We will improve our collections while ensuring the highest level of satisfaction, keeping our promises and commitments, and demonstrating our commitment through respect, knowledge, responsiveness, and courtesy. They will support their co-workers, engage in positive interactions, demonstrate friendliness by smiling and making eye contact when greeting all customers, provide helpful assistance in anticipating and responding to the needs of our customers and staying calm under pressure to deal effectively with difficult people.
EDUCATION/TRAINING:
Minimum: High school diploma or equivalent and at least 2 years experience in the healthcare or related field with emphasis on collection and or insurance processes preferred.
Preferred: Associate or Bachelor's Degree.
LICENSURE/CERTIFICATION:
Not Applicable
EXPERIENCE/SKILLS/ABILITIES:

• Excellent customer service, interpersonal and organizational skills
• Ability to use good judgments in highly emotional and demanding situations
• Ability to react to frequent changes in duties and volume of work
• Excellent oral and written communication skills
• Ability to listen empathetically
• Ability to logically and accurately organize details
• Ability to manage multiple tasks with ease and efficiency
• Self-starter with a willingness to try new ideas
• Ability to work independently with minimal supervision and be result oriented
• Positive, can-do attitude coupled with a sense of urgency
• Effective interpersonal skills, including the ability to promote teamwork
• Strong problem solving skills
• Ability to ensure a high level of customer satisfaction including employees, patients, visitors, faculty, referring physicians and external stakeholders
• Excellent computer operating skills (keyboard, mouse)
• Ability to use various computer applications including EPIC and MS Office
• Basic math skills and knowledge of general accounting principles
• Maintains confidentiality of sensitive information
• Broad knowledge of health care business office practices and principles
• Knowledge of medical and insurance terminology, EOB's, CPT, ICD coding structures, and billing forms (UB, 1500)
• Knowledge of Business Office policies and procedures
• Knowledge of local, state and federal healthcare regulations
• Knowledge of bankruptcy and collection laws and the Federal Debt Collection Act, and how outside agencies operate preferred

Our Commitment to Diversity, Equity, and Inclusion
UW Health is committed to being a diverse, inclusive and anti-racist workplace and is an Equal Employment Opportunity, Affirmative Action employer. Our integrity shines through in patient care interactions and our daily work practices as we work to embrace the knowledge, unique perspectives and qualities each employee and faculty member brings to work each day. Applications from Black, Indigenous and People of Color (BIPOC) individuals, LGBTQ+ and non-binary identities, women, persons with disabilities, military service members and veterans are strongly encouraged. EOE, including disability/veterans.