Revenue Cycle Phone Representative, UT Health Austin

Job Posting Title:

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Hiring Department:

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Position Open To:

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Weekly Scheduled Hours:

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FLSA Status:

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Earliest Start Date:

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Position Duration:

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Job Details:

General Notes

The Revenue Cycle team with UT Health Austin at the Dell Medical School is looking for a Revenue Cycle Phone Representative. Must have 6 months of medical front office experience. Previous experience in Athena a plus.

Purpose

The Revenue Cycle Phone Representative with UT Health Austin is the initial contact for patients with inquiries regarding account balances, payments, setting up payment plans, and other revenue cycle tasks.

Responsibilities

• Maintains working day-to-day knowledge of the EHR.

• Provides customer service to patients by reviewing complex multidisciplinary account balances for accuracy, obtaining payment, and establishing payment arrangements in a timely manner. Reports recurring insurance payment discrepancies and works with revenue cycle management to resolve.

• Performs root cause analyses and identifies trends timely to minimize lag days and maximize opportunities to improve the process and update the Electronic Health Record logic as needed. Assists the revenue cycle manager a quarterly report of incidents to identify opportunities for improvement. Reports are given to department directors to improve quality of care and billing efficiency.

• Follows federal, state and local regulatory requirements related to patient finances. Adheres to established timelines per organizational policy. Meets or exceeds established performance targets established by the Clinical Revenue Cycle Director.

• Demonstrates good judgement in escalating identified patient concerns, root causes and trends to revenue cycle management to ensure timely resolution and communication to patients. Assists the revenue cycle manager and compliance officer in the dispute resolution process.

• Serves as the primary contact for the revenue cycle Billing, English and Spanish phone queue system and, other electronic multi-media requests (email, patient case, etc).

• Other related duties and special projects as assigned.

High school diploma, GED, or equivalent is required. A minimum of 6 months of relevant experience required. Bilingual in Spanish. Previous experience working with an electronic health record (EHR) software and general billing functions. Knowledge of patient accounts of different specialties such as orthopedics, OB/GYN, general surgery, and billing procedures. Capable of communicating effectively with patients and the health care team, including the ability to explain billing procedures, insurance benefits to patients and collect payments. De-escalation techniques to resolve escalating matters. Knowledge of and/or experience with insurance and authorization for Medicare, Medicaid, commercial, and managed care insurance plans. Knowledge of insurance agency operating procedures and practices. Ability to communicate effectively with patients, payers, providers, and the clinical care units. Professional verbal and written communication. Must respect the confidential nature of medical information. Capable of following established departmental procedures. Capable of using experience and judgement to plan and accomplish goals. Proficient use of computers and a working knowledge of Microsoft Office. Able to read and interpret documents such as charts, safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to function in a fast-paced environment. Ability to be flexible with assignments and multi-task as needed. Ability to demonstrate problem solving skills in dealing with insurance and patient estimate issues.

Relevant education and experience may be substituted as appropriate.

Bachelor's degree and/or certification in a relevant field. More than the required years of experience in healthcare surgery center billing, bilingual in Spanish, deep knowledge of multidisciplinary patients' accounts, AR, billing functions, and Athena experience. Knowledge of operating an electronic telephone software system. Experience with Microsoft Teams, REDCap, or Smartsheet.

$43,000+ depending on qualifications

• May work around standard office conditions

• Repetitive use of a keyboard at a workstation

• Use of manual dexterity

• Resume/CV

• 3 work references with their contact information; at least one reference should be from a supervisor

• Letter of interest

Importantfor applicants who are NOT current university employees or contingent workers:You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure thatALLRequired Materials have been uploaded. Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers:As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questionspresented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

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Employment Eligibility:

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Retirement Plan Eligibility:

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer,complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

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Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

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Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.

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E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university's company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English) [PDF]
• E-Verify Poster (Spanish) [PDF]
• Right To Work Poster (English) [PDF]
• Right To Work Poster (Spanish) [PDF]

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Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.