Customer Account Analyst II

WHY UT SOUTHWESTERN? With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career! JOB SUMMARY This position receives and resolves outgoing telephone inquiries for all activities associated with the collections of receivables, re-billing, insurance verification, registration updates and account follow-up with a specialized interest in self-pay. This position requires a high level of customer service and the ability to maintain friendly and appropriate communication with patients, client staff, insurance companies, and employees. This individual based on job duty could be responsible to work self-pay balances, deceased, bankrupt, charity, collection agency recalls, and will serve as a liaison to the clinics, follow-up teams, and hospital staff to facilitate the appropriate and prompt payment of self-pay balances. • Shift: 8am-5pm, non-negotiable • Work From Home (WFH): This position offers you the opportunity to work from home (WFH). Additional details regarding work from home are to be discussed during the interview. Must live in the state of Texas. BENEFITS UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include: • PPO medical plan, available day one at no cost for full-time employee-only coverage • 100%25 coverage for preventive healthcare-no copay • Paid Time Off, available day one • Retirement Programs through the Teacher Retirement System of Texas (TRS) • Paid Parental Leave Benefit • Wellness programs • Tuition Reimbursement • Public Service Loan Forgiveness (PSLF) Qualified Employer • Learn more about these and other UTSW employee benefits! EXPERIENCE AND EDUCATION Required • Education High School Diploma or equivalent and • Experience 3 years of directly related experience in medical billing including and 1 year of customer service experience in evaluating customer billing inquiries. Preferred • Education Some college JOB DUTIES • Contact or work directly with patients regarding their self-pay balances for payment or payment arrangements. • Contact patients regarding delinquent payment plans or to update payment plans when additional charges are added. • Receive credit card payments over the telephone and post payment(s) to patient's accounts. • Add or correct insurance registration and files claims accordingly. • Update demographics to include address and telephone numbers based on patient's telephone calls. • Document all actions taken on accounts in the system account notes to ensure all prior actions are noted and understandable by others. • Review accounts to resolve discrepancies on account balances and ensure payments are in accordance with the respective contract, appropriate discounts or applicable write-off completed. Including posting any undistributed credits while talking to the patient or reviewing the account. • Resolve complex Deceased and/or Bankruptcy account issues to include resolving credits for insurance and/or patient. Send accounts based on balance criteria to the Office of General Counsel. Work accounts returned by the collection agencies that involve Deceased or Bankrutpcy. • Work recalls from the collection agencies, verifying balances, providing statements, working bad debt credit balances. Work the close and return reports from the collection agencies. • Assist as a back up to the Customer Service Team by answering patient/client calls when there are high call volumes. • Responds to written correspondence to all patient inquires in a timely manner. Escalated patient inquiries will be sent to the Patient Financial Advocate for account resolution. • Perform audit of accounts to resolve discrepancies in account balances and ensure payments are in accordance with the respective contract, appropriate discounts or applicable write-off completed. • Answer questions and provides appropriate guidance to new employees on resolving account issues. • Stays abreast of latest developments and trends in medical billing, customer service, and collections; attends seminars, webinars, workshops, and actively participates in Occupational Training and Development and Compliance educational activities. • Maintains knowledge of all university applicable rules, regulations, policies, guidelines that impact Billing Operations; seeks advice and guidance as necessary to ensure proper understanding of job functions. • Duties performed may include one or more of the following core functions: (a) Directly interacting with or caring for patients; (b) Directly interacting with or caring for human-subjects research participants; (c) Regularly maintaining, modifying, releasing or similarly affecting patient records (including patient financial records); or (d) Regularly maintaining, modifying, releasing or similarly affecting human-subjects research records. • Performs other duties as assigned. SECURITY AND EEO STATEMENT Security This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information. EEO UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status. Apply tot his job