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Pt Self-Pay Resoltn Ctr Rep II

urmc.rochester.edu Logo

University of Rochester

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Location:
United States of America , Rochester

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

19.08 - 25.77 USD / Hour
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Job Description:

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Responsibility:

  • 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
  • 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 University and affiliates by advising customers about insurance and payment options
  • Researches, interprets and responds to inquiries from internal and external customers concerning unresolved patient billing issues
  • Resolves customer inquiries in an accurate, organized, efficient, timely, and expert manner, resulting in acceptable accuracy, production levels, and retention of patient services
  • Maintains performance and quality standards based on established call center metrics, including turn-around times
  • Creates budget installment payment plans for those customers in need
  • Consistently adheres to all Patient Services policies, procedures, and performance measures, including inquiry documentation procedures
  • Uses best judgment under set procedures and alerts management regarding issues not completed within specified timeframes
  • Identifies patterns generated by external and internal activity impacting customer satisfaction
  • Safeguards member privacy in accordance with the corporate privacy policies and procedures
  • Participates in training learn regulations, systems, procedures, develops skills and initiates actions to accurately fulfill all requirements of the job
  • Other duties as assigned

Requirements:

  • Associate's degree and 2 years of relevant experience required
  • Or equivalent combination of education and experience

Additional Information:

Job Posted:
February 21, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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