PFB Customer Service Resolution Specialist

The Rector & Visitors of the University of Virginia
$16.64 - $25.79 Hourly
United States, Virginia, Charlottesville
1215 Lee Street (Show on map)
May 08, 2025
The Customer Service Resolution Specialist handles and resolves customer questions, complaints, patient responsibility balances and billing inquiries with the highest degree of courtesy and professionalism. 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 and provides information about financial assistance for patients notably uninsured/under-insured patients. Contacts may be initiated by customers via fax, mail, email, phone calls, 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 and be able to Performs computerized data entry. Our goal is to resolve all patient 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. This position requires occasional onsite work. Performs analysis of billing process to determine what if any amount is patient responsibility. 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: answer calls, respond to email, meet performance expectations. In addition to the above job responsibilities, other duties may be assigned. Position Compensation Range: $16.64 - $25.79 Hourly MINIMUM REQUIREMENTS Education: High School Graduate or Equivalent. Experience: 1 year relevant experience preferred. Licensure: None required. PHYSICAL DEMANDS 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. The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities. Click here to read more about UVA's commitment to non-discrimination and equal opportunity employment.