PFB Customer Service Resolution Specialist
Job ID: R0029818 | Patient Finance | Full Time | Charlottesville, VA
The Customer Service Resolution Representative handles and resolves customer questions, complaints and patient responsibility balances with the highest degree of courtesy and professionalism. The call center is the primary point for all inbound contacts from our customers. Contacts may be initiated by customers, fax, mail, email, work listing or other vehicles of communication. The representative utilizes multiple electronic billing and medical retrieval systems, as well as knowledge of medical billing and financial assistance to resolve guarantor/patient inquiries. The representative must be able to respond knowledgeably to a wide range of customer issues. Our goal is to resolve all of the patient's concerns while maintaining positive relationships with the customer by providing the best possible service to all our customers thereby enhancing the overall engagement with the patient.
  • Provides financial counseling for patients, notably uninsured/underinsured patients.

  • Must have knowledge of various state/federal and local programs to advise patients for which they may qualify, and the ramifications of not following through with the financial assessments.
  • Pertinent documentation is requested and analyzed for each of the various programs for which the patient may be eligible.
  • All deposit requirements are communicated to patients seeking certain routine/elective services.
  • Maintains current knowledge of policy and procedures in regards to financial screening.
  • Performs analysis of billing process to determine what, if any amount is patient's responsibility.
  • Patients' accounts are carefully reviewed to provide patient with appropriate information concerning his/her account(s).
  • Gathers, verifies and inputs demographic, financial and insurance data according to policy.
  • Patient payments are received and handled according to policy.
  • Resolves patient responsibility balances.
  • Negotiates payment arrangements and establishing budget plans per policy with patients/guarantors.
  • Contacts clinical departments to resolve patient concerns and/or billing issues.
  • Serves as a patient advocate and works with internal and external areas to ensure compliance.
  • Assesses accounts with credit balance for appropriate resolution.
  • Sends requests to resolve misapplied payments or credits.
  • Assesses and forwards bankruptcy issues to Specialist per procedures.
  • Resolves patient responsibility balances through proven debt collection techniques.
  • Collection telephone calls and/or letters are performed and/or prepared according to department standards.
  • Reviews and completes necessary actions regarding attorney and bankruptcy correspondence and maintains a strong knowledge of activities including, but not limited to, liens, wage garnishments, subpoenas and bad debt timelines.
  • Provides optimum customer service, including quality assurance, for all patient inquiries
  • Phone calls and/or e-mails are responded to within two business days.
  • Works and remains focused under stressful conditions while communicating effectively.
  • Patient interviews are performed by adapting and utilizing situational-based interviewing techniques to meet respective needs, educational levels and abilities of the interviewee.
  • Patient payments are received and handled according to policy.
  • Accounts are clearly documented online.
  • Patients requesting pricing information on given services are properly directed.
  • Investigates, documents and resolves calls as appropriate, promptly reporting conflicts and issues to management.
  • Follow-up on any unresolved customer calls/correspondence within Customer Service Unit guidelines.
  • Effectively analyzes relevant information and applies sound analytical thinking when triaging customer calls/correspondence.
  • Follow-up is performed by telephone and/or written correspondence with customers.
  • Tracking and follow-up is performed on all accounts referred outside of the Customer Service Unit for timely resolution.
  • Must be knowledgeable of the various entities that make up the UVA Health System and provide appropriate information concerning each of them.
  • Performs the following Contact Center functions:
    • Maintains current knowledge regarding use of support programs utilized by the department.
    • Support for specific functions of the department is provided, including flexibility around extended hours of operation and attendance.
    • Deadline for activities are consistently met.
    • Other assignments are willingly accepted if sufficiently trained to perform work
    • Constructive improvements to services of the department are recommended based on encounters through normal activity of the position.
    • Provides coverage on other positions within department as necessary.
    • Performs computerized data entry.
    • Data entry includes but is not limited to:
      • Patient information as related to calls.
      • Documentation in A2K3, GE Centricity and Epic.
      • Follow-up documentation.
      • Data is entered into the computer in an accurate and timely manner.




  • Education: High school diploma or GED.
  • Experience: At least one year of direct customer service.
  • Licensure: None
  • Skills: Knowledge of and experience utilizing a personal computer. Keyboarding skills.

This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings and programs.

COVID Vaccination Requirement

Due to the scope of President Biden's Executive Order 14042 issued in early September, all University employees, including remote employees, must receive their final vaccination dose by January 4, 2022, unless they have a University-approved religious or medical exemption. The University has updated policy SEC-045 to reflect these new requirements.

If hired by the Academic Division, excluding School of Medicine, School of Nursing, UVA Physicians Group, and the Health Systems Library, you will be required to provide proof of vaccination or be willing to be vaccinated by January 4, 2022. Academic employees may apply for a University-approved medical or religious exemption.

Note: Some medical and safety-sensitive positions require vaccination and are not eligible for an exemption. For more information on how vaccination requirements will apply to you, please visit the UVA New Hire Vaccination Requirements webpage.

Tina Rosson
Tina Rosson
Connect on LinkedIn

Charlottesville, VA
Charlottesville, VA 22903
Let’s talk about your future with UVA.
Contact me to learn more about our future opportunities.
Optionally, you can provide more information about yourself. We accept .doc, .docx, .txt and .pdf file types.
Tina Rosson
Tina Rosson
Connect on LinkedIn

Working here.

Since 1979, UPG has been the clinical partnership group managing, growing and providing direct patient care for all UVA entities. This strategic partnership allows UVA to expand on education, technology, diagnostics, resources and facilities while the teams at UPG can focus on managing and delivering high-quality, multi-specialty care.

The expansive network of UPG providers and clinical support teams work together to deliver world-renowned care to patients at UVA Medical Center in Charlottesville and in 24 primary and specialty care clinics located throughout central and northern Virginia.

Quality of Life

Charlottesville, Virginia is one of the nation’s most charming and picturesque places to live and work. Our area boasts many excellent restaurants, wineries and craft breweries; historic sites; Shenandoah National Park and Skyline Drive; and a great selection of homes in welcoming neighborhoods, as well as urban and rural locations. Public transportation is excellent, and you’re just a short drive from the beach or Washington, D.C.