PFB Customer Service Resolution Specialist Lead
Job ID: R0035435 | 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 interpretation of policies and procedures. Monitors, analyzes and conducts reviews for quality using advanced unit knowledge to proactively troubleshoot patient relations issues, 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. 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 day-to-day oversight and operation guidance.
  • Reviews and analyzes patient relations, billing, collections and financial screening processes to determine what course of action is to be taken for the patient.
  • Resolves patient responsibility balances through proven debt collection techniques.
  • Provides optimum customer service, including quality assurance, for all patient inquiries.
  • 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; and 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.
  • Performs computerized data entry.
  • In addition to the above job responsibilities, other duties may be assigned.

Position Compensation Range: $17.31 - $26.83 Hourly

  • Education: High school graduate or equivalent. Some college courses preferred.
  • Experience: 2 years of relevant experience required. Experience working in a medical setting preferred. Experience handling and processing money preferred.
  • Licensure: None.

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.

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Charlottesville, VA
Charlottesville, VA 22903

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