PFB Customer Service Resolution Specialist Lead
Job ID: R0029950 | Patient Finance | Full Time | Charlottesville, VA
Provides oversight and operational guidance in the day-to-day operations of the Customer Service Resolution Representative and performs area-specific financial functions of a complex and specialized nature requiring the application and interpretations of policies and procedures. Monitors, analyzes and conducts reviews for quality using advanced unit knowledge to proactively troubleshoot patient relations issues and improve systems and the performance of the related staff and process. The call center is the primary point for all inbound contacts from our customers. Primary focus includes both timely responses to customers' inquiries via a variety of pathways and outreach efforts to resolve open unresolved inquires. Contacts may be initiated by customers, fax, mail, email, work listing or other vehicles of communication. Responds 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 day-to-day oversight and operation guidance.

  • Oversees the daily activities of the Customer Service Resolution Specialist to ensure department standards are being met.
  • Primary contact for patients requesting to speak with a higher authority resolving escalated patient relations issues.
  • Guide individuals and team toward priorities and coordinates resources to meet objective goals and deadlines.
  • Supports fellow employees.
  • Provides timely and specific feedback and helpful coaching.
  • Reviews and approves debt to income sheets and account adjustment for patient relation concerns.
  • Ensures email box is worked daily and reports are worked daily, weekly and monthly.
  • Monitors productivity and training
  • Regularly provides management with feedback.
  • Specific support functions are handled in an organized and timely fashion.
  • Reviews and analyzes patient relations, billing, collections and financial screening processes to determine what course of action is to be taken for the patient.
  • Participates in the development and yearly review of policies, procedures and SOPs.
  • Supervisor and Management are promptly advised of problems in timely manner.
  • Reviews, revises and documents policies and procedures, making improvements when necessary to streamline operations and create efficiencies in a timely manner.
  • Staff is kept updated on implemented policy and procedural changes and improvements.
  • Liaison with other departments to facilitate problem solving.
  • Works with supervisor and other staff in the planning/implementation and evaluation of modifications to existing operations/systems, procedures, training and development.
  • Inaccurate and problem records are reviewed, analyzed and corrected as needed.
  • Entering, recording, storing or maintaining information in a written or electronic form.
  • Conducts special research and projects as needed.
  • Monitors and assesses business needs to refine processes and improve efficiencies.
  • Assesses strengths and development needs of employees through review of work.
  • Initiative is demonstrated in staying abreast of relating working knowledge of unit and UVA MC Financial practices and procedures.
  • Information is gathered, sorted and validated in a methodical and timely manner.
  • Resolves patient responsibility balances through proven debt collection techniques.
  • Collection telephone calls and/or letters are performed and/or prepared according to department standards.
  • Referrals to external collection agencies, the Office of the Attorney General, and/or the Debt Set-Off Program are processed according to standards.
  • Warrants in debt and wage garnishments are issued when appropriate.
  • Skip tracing is utilized when necessary.
  • Division of Motor Vehicles, Tax and/or Virginia Employment Commission records are obtained for collection purposes when necessary.
  • Collection percentage must be attained monthly according to set 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.
  • Must be knowledgeable of the various entities that make up the UVA Health System and provide appropriate information concerning each of them.
  • 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 Medical Center 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 are 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 Medical Center 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.
    • Champion for employee engagement and other initiatives.
    • Providing leadership.
    • Fostering effective working relationships.
    • Participates in employee engagement, performance improvement projects, committees, meetings and required education programs.
    • Performs computerized data entry.
    • Data entry includes, but is not limited to:
      • Patient information as related to calls.
      • Documentation of A2K3, GE Centricity and Epic.
      • Follow-up documentation.
      • Data is entered into the computer accurately.
      • Data entry is completed in a timely manner, and incomplete data entry is not allowed to accumulate.
      • Data is checked and significant issues are brought to the appropriate individual in a timely manner.
      • Databases are maintained with all appropriate information included that supports outreach opportunities.
      • Additional database maintenance as assigned.



  • Education: High school diploma or GED.
  • Experience: At least two years of relevant experience required.
  • 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
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Charlottesville, VA
Charlottesville, VA 22903
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Tina Rosson
Tina Rosson
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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.