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University of Rochester Logo University of Rochester · Customer Service

Patient Self-Pay Resolution Center Representative II

United States of America, Rochester 19.08 - 25.77 USD / Hour · Job Posted February 21, 2026
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Job Description

The Patient Financial Representative performs the functions of Patient Account Management for individuals receiving care from the University of Rochester Medical Center (URMC), Highland Hospital (HH), and University of Rochester Medical Facility Group (URMFG). The Patient Financial Representative responds to patients' inquiries via telephone, MyChart, mail, email, and fax, concerning, but not limited to, billing issues, claim payments, contract benefits, and medical billing in accordance with HIPAA, Third Party Billing rules and regulations, and the Fair Credit Debt Collection Practices Act. The Patient Financial Representative acts with compassion and empathy, exercises tact, patience, and professionalism at all times in responding to internal/external customers. Acts as a liaison among the customers, business partners, and plans in a professional, self-directed manner to ensure and promote customer satisfaction and retention.

Job Responsibility

  • Responds to patients' inquiries via telephone, MyChart, mail, email, and fax, concerning, but not limited to, billing issues, claim payments, contract benefits, and medical billing in accordance with HIPAA, Third Party Billing rules and regulations, and the Fair Credit Debt Collection Practices Act
  • Acts as a liaison among the customers, business partners, and plans in a professional, self-directed manner to ensure and promote customer satisfaction and retention
  • Provides timely responses to customer inquiries by telephone, email or website chatbox in an in- or outbound service center, consistent with service and quality standards
  • Troubleshoots and resolves customer complaints
  • Researches, interprets and responds to inquiries from internal and external customers concerning unresolved patient billing issues, outstanding balances as a result of statements sent within the billing systems (EPIC, Flowcast, and HBOC) utilizing reference materials and available resources
  • Resolves customer inquiries in an accurate, organized, efficient, timely, and expert manner
  • Consistently adheres to all Patient Service policies, procedures, and performance measures including inquiry documentation procedures
  • Maintains performance and quality standards based on established call center metrics including turn-around times
  • Initiates insurance billing either electronically or via the use of the Electronic Work file transfer process within the billing systems for accounts classified as Self-Pay in error
  • Identifies and verifies coverage under the government health insurance programs
  • Secures revenue for URMC, HH, and URMFG by advising customers about insurance and payment options
  • Creates budget installment payment plans for those customers in need
  • Identifies patterns generated by external and internal activity impacting customer satisfaction
  • Uses best judgment under set procedures, alert management regarding issues not completed within specified timeframes
  • Participates in training to learn regulations, systems, procedures, develop skills and initiate actions to accurately fulfill all requirements of the job
  • Safeguards member privacy in accordance with the corporate privacy policies and procedures
  • Performs other related duties as assigned

Requirements

  • High school graduate with 4 years of experience in healthcare, billing, or collections experience
  • Bachelor's degree with at least 1 year of related experience
  • Equivalent combination of education and experience
  • Proven and effective diplomatic communicator demonstrated by the ability to consistently present and express oral and written information in an organized, understandable, complete, and concise manner
  • Ability to remain professional and focused under multiple pressures and demands
  • Strong organizational skills, reasoning, and problem solving skills
  • Ability to multi-task in order to efficiently resolve customer concerns, by actively listening to the customer, navigating multiple programs and applications at the same time, typing call documentation, and speaking to the customer simultaneously
  • Ability to prioritize tasks and work in fast paced environment
  • Ability to work effectively as a member of a team
  • Actively participate in and contribute to the daily operations of the Patient Services Department by identifying improvements to processes, services, and the patient experience
  • Excellent computer skills required. Proficient at instant messaging and text messaging technology
  • Regular reliable attendance is expected and required

Nice to have

  • Customer Focus
  • Active Listening and Empathy
  • Excellent Oral/Written Communication
  • Proactive
  • Detail-Orientation
  • Problem Solving/Organizational Skills
  • Teamwork Orientation
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  • Identifies and verifies coverage under the government health insurance programs
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Until further notice
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  • Provides timely responses to customer inquiries by telephone, email or website chatbox in an in- or outbound service center, consistent with service and quality standards
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