Patient Account Liaison I

Ann & Robert H. Lurie Children’s Hospital of Chicago provides superior pediatric care in a setting that offers the latest benefits and innovations in medical technology, research and family-friendly design. As the largest pediatric provider in the region with a 140-year legacy of excellence, kids and their families are at the center of all we do. Ann & Robert H. Lurie Children’s Hospital of Chicago is ranked in all 10 specialties by the U.S. News & World Report.

680 Lake Shore Drive

  

Responsible for the timely and accurate resolution of hospital/physician billing accounts. Responds to customer service inquires (inbound/outbound phone, written correspondence) process payments, and resolves any issues when appropriate by performing billing, charge revision(debits or credits), corrections, adjustments, payment arrangements, ensuring a customer satisfactory interaction. Completes account documentation to provide a clear audit trail to support all collection activity. Exhausts all available resources in an effort to expedite the payment of account balances.

Essential Job Functions:

• Acts as a liaison to handle and resolve incoming telephone and written inquiries related to patient accounts, payments, update billing systems, MyChart, etc. with new or corrected information (eg. demographics or insurance information) received from parents/patients.
• Process and/or review eligibility to resolve self-pay issues.
• Resubmit claims to insurance when required.
• Reviews and explains coding and billing questions received from parents/patients.
• Routes inquiries to senior or supervisory staff, as appropriate, to assist with customer satisfaction.
• Responsible for follow up communication with parents/patients and/or team members as necessary to ensure timely resolution.
• Processes and/or transfer refund requests for parents/patients. 
• Process and provide/print itemized bills.
• Initiates verbal inquiries with patients and guarantors to secure payments of the balances due. 
• Completes account documentation to provide a clear audit trail to support all collection activity. 
• Exhausts all available resources in an effort to expedite the payment of account balances.
• Analyzes account detail and utilizes available resources (contract information) to ensure that proper reimbursement from third party payers has been calculated, received and/or is still due. 
• Verifies that adjustments have been applied and the balance due is correct. Process/apply adjustments as appropriate.
• Responsible for timely and accurate resolution of accounts in assigned Epic Workqueues.
• Performs job functions adhering to service principles with customer service focus of innovation, service excellence and teamwork to provide the highest quality care and service to our patients, families, co-workers and others.
• Other job functions and duties as assigned.

Knowledge, Skills and Abilities:

• High school diploma or GED required; Associate’s degree or some college preferred. Excellent customer service skills.
• Excellent communication and listening skills.
• Ability to remain calm and professional during challenging conversations.
• Working knowledge of hospital and professional billing practices, insurance claim workflows, and reimbursement processes, including eligibility verification, claim resubmission, and account adjustments.
• Resolves routine billing and payment inquiries by following established workflows, policies, and guidelines.
• Strong analytical skills with the ability to review detailed account information, identify discrepancies, and determine appropriate corrective actions.
• Clearly explains billing, insurance, and reimbursement information to patients and families in a professional, empathetic manner, including during difficult conversations, while striving for first‑call resolution.
• Determines when to escalate billing or customer service issues to the appropriate next level of review.
• Proficiency using Epic, including Work queues, account documentation, and MyChart updates, or the abili