SBO Patient Experience and Quality Analyst, Full Time - Days

Job Description

Be a part of a world-class academic healthcare system, Company, as a SBO Patient Experience and Quality Analyst in the Revenue Cycle department.  This position will be primarily a work from home opportunity with the requirement to come onsite as needed. You may be based outside of the greater Chicagoland area.

 

 

The SBO Patient Experience/Quality Analyst is responsible for assisting leadership that supports the UCMC & UCPG Revenue Cycle Patient Financial experience. Serves as the point of contact for all patient complaint escalations; customer service team, early out vendor (if applicable), or senior leadership. Responsible for coordinating and responding to the complaints & concerns by facilitating open dialogue with patients, families, and any other personnel involved to ensure a solution is identified that is in the best interest to the organization & the patients financial experience. Point of contact for all risk management, med legal billing hold, and write-off’s & account correction as outcome of the reviews completed. Responsible for timely response to all attorney requests, ensure attendance for court appearances, and bankruptcy validations for both UCMC & UCPG. Ensures patient data is accurate & complete as a result of quality audits on workflows, work queue’s, financial assistance, & audio recording for the Revenue Cycle SBO team (internal and outsourced) to ensure our procedures are in compliance with our policies. Assists in the oversight of the Self Pay AR reconciliation for UCMC & UCPG; this includes, but is not limited to managing account balances as they relate to Charity Billing options, Financial Assistance and Medicaid Applications. Works collaboratively with the Specialty billing team to identify and resolve self pay AR as it relates to client agreements or other non-patient self-pay AR for both UCPG and UCMC. This position reports to Director of Revenue Cycle SBO, Vendor Management, & Specialty Billing.

 

 

 

Essential Job Functions

• Establishes a rapport with the patient and family to learn what is the most important to hem in their experience at UCM. Acts as an intermediary to Revenue Cycle leadership on behalf of patients & families.
• Identifies, implements, and monitors the outcomes of self pay billing processes for UCMC & UCPG.
• Updates internal billing policies and procedures to ensure regulatory and payer contract compliance; tailors processes to specific partnered providers, clients, payers, and procedures
• Provides well-researched guidelines on billing processes, A/R follow-up, and customer service activities, and other processes that effect day-to-day operations.
• Serves as a primary contact to investigate & coordinate timely responses to patient billing complaints. This includes building relationships with patients based on trust & confidence to ensure we are exceeding the patients billing expectations.
• Responsible for ensuring personable and continuous service to physician clients, patients, and other business partners to promote positive relationships and adhere to organizational standards
• Serve as the contact for our Office of Legal affairs to place accounts on hold, move charges and make adjustments as directed by the legal team. Responsible for the timely follow up on cases placed on hold.
• Participates in the design of call monitoring formats & quality standards. Develops and monitors key performance indicators, including monitoring of customer service team to ensure organizational goals are met; creates process to meet quality goals as needed
• Provides actionable data to identify customer service areas/functions in need of process improvement. Develop work plan with key stakeholders in Revenue Cycle and IT to ensure SBO team is meeting the needs of the patients to be an industry leader of the Patient Financial Experience.
• Must be self-motivated & a self-starter; work independently, goal oriented, flexibility to work outside of core business hours as needed.

 

Required Qualifications

• High school diploma or equivalent
• 3-5 years call center experience
• 3-5years billing experience in hospital &/or physician practice
• EPIC HB / PB experience
• Microsoft Office proficient
• Ability to collaborate with coding, compliance, and other hospital billing teams
• Exceptional customer service skills including the ability to use independent thinking, sound judgment and creativity when resolving customer issues
• Time management & organizational skills are a must
• Must be able to effectively handle challenging situations
• Excellent verbal and written communication skills

Preferred