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Summary:Responsible for performing a variety of complex
pre-services, financial counseling and customer service related
functions for patients and/or their representative including
pre-service estimates, collection of pre-payments, collection of
prior debt, obtaining authorizations, addressing billing questions,
establishing payment plans, screening for financial assistance,
responding to MyUNCChart inquiries and other Customer Service
requests for both hospital and physician services.
Responsibilities: 1. Create Hospital and Physician estimates
using the Epic Patient Estimator, review eligibility and benefits
utilizing RTE, and obtain authorization requirements.
2. Contact patient pre-service providing benefit and patient
liability education, explain the estimate cost, and attempt to
secure payment and/or set expectation of payment at time of
3. Provide estimates to patient shoppers and clinical areas
across the healthcare system. Work with clinical areas to create
estimate templates, determine workflow and process, and collaborate
with ISD for template creation and rollout. Provide payment plans
for point-of-service (POS) collections.
4. Train clinical areas on estimate usage and patient scripting
for collections, audit and provide feedback on accuracy of
estimates utilizing Epic estimate reports. Track and trend
collection amounts and template accuracy utilizing hospital and
physician EOBs and refine process to enhance accuracy. Screen and
assist patients with financial assistance, Medicaid eligibility
and/or other funding sources available.
5. Monitor and track routine follow up with Medicaid and
financial assistance approvals. Handles HB/PB patient inquiries to
address any/all billing questions via inbound calls, MyUNCChart,
patient correspondence and patient walk-ins.
6. Fulfills patient requests for itemization of charges,
adding/verifying/billing insurance, establishing payment plans,
payroll deductions, process adjustments, request refunds, and
explain charity care policy and guidelines.
7. Initiate patient outreach on delinquent payment plans, adding
accounts to existing payment plans and high risk/balance accounts.
Investigate HB and PB Set off Debt Collection Act (SODCA) disputed
accounts that have received a NC State Income Tax refund withhold
using current and legacy billing and imaging systems. Meets with
attorneys to record depositions, collaborate with the attorney
general's office and attend/participate in hearings when
8. Work with Patient Relations, Risk Management for HB and PB
patients who have escalated complaints or concerns. Oversee HB
Client account billing and follow-up which includes validating
charges and fee schedules, review and move charges, research and
reconcile payments, communicate with multiple departments to answer
client questions and collect payments. Work with external customers
such as collection agencies, UNCPN and Hospital based clinics to
address any patient concerns
Other information: Education Requirements:
High school diploma or GED.
No licensure or certification required.
Professional Experience Requirements:
Two (2) years of experience in Hospital or Physician Insurance
related activities (Authorization, Billing, Follow-Up, Call-Center,
Knowledge/Skills/and Abilities Requirements:
Excellent interpersonal, verbal and written communication
Excellent listening skills, and organizational skills.
Advanced knowledge of UB-04, HCFA-1500's and Explanation of
Benefits (EOB) interpretation.
Intermediate knowledge of CPT and ICD-9 codes.
Advanced knowledge of insurance billing, collections and
Ability to work in fast pace environment and prioritize and
manage multiple tasks.
Customer Service skills.
Computer knowledge: MS Word, Excel, and Outlook.
Knowledge of 3rd party reimbursements from insurance companies
and government payers is a plus.
Entity: Shared Services
Organization Unit: Customer Service Call Center
Work Type: Full Time
Standard Hours Per Week: 40.00
Work Schedule: Day Job
Location of Job: US:NC:Chapel Hill
Exempt From Overtime: Exempt: No
The UNC Health System and the UNC School of Medicine are
committed to valuing all people throughout our organization,
regardless of background, lifestyle, and culture. A diverse and
inclusive work environment for staff and culturally appropriate
care for our patients, are essential to fulfilling our UNC Health
vision of improving the health of all North Carolinians.
Equal Employment Opportunity UNC Health is an equal opportunity
employer. As such, UNC Health offers equal employment opportunities
to applicants and employees without regard to race, color,
religion, sex, national origin, age, genetic information,
disability, sexual orientation, gender identity or political
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