University of Washington Physicians (UWP) is the practice group for more than 1,800 physicians and other healthcare professionals associated with UW Medicine. In addition to UWP, UW Medicine includes Harborview Medical Center, UW Medical Center, UW Neighborhood Clinics, Northwest Hospital, the UW School of Medicine, Valley Medical Center, and Airlift Northwest. UWP members also practice at the Seattle Cancer Care Alliance, a partnership of UW Medicine, Fred Hutchinson Cancer Research Center, and Seattle Children’s Hospital.
The Patient Account Representative Lead (Patient Accounts & Inquiry) is responsible for advising and assisting Patient Accounts & Inquiry staff with difficult and more complex accounts and patient communications which have resulted in escalated calls. The Lead is required to fully understand all of the job functions of the department, including but not limited to managing the call queue during times of high telephone call volumes, the Fair Debt Credit Collection Act, the functions of departmental work queues and financial counseling. The Lead is also responsible for identifying self pay work queue and call trends and issues, notifying the Supervisor of departmental training needs and analyzing workflow processes and recommending improvements. The Lead should expect to perform as a backup for all bargaining unit staff functions when necessary, such as covering absences, vacancies, or high call volumes. The Lead will participate in on-the-job training thus s/he must possess superior claims management and customer service knowledge and skills, support learning and development oppourtunities for staff and effectively use one-on-one instructional techniques.
Essential Duties and Responsibilities: •Knowledge of generally accepted medical billing practices and terminology, ICD9/10 and CPT codes. •Ability to type at least 45 WPM •Strong analytical skills and mathematical ability. •Ability to evaluate current workflows and processes with a critical eye and develop proposals for improvement. •Ability to confer with customers by telephone or in person in order to provide information about charges for services, collect payment, make billing adjustments and respond to inquiries or complaints. •Ability to maintain composure in difficult situations. •Ability to keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. •Knowledge of one-on-one instructional techniques. •Ability to maintain confidentiality and handle sensitive information with solid judgment and discretion. •Ability to prioritize workload and meet quality and production standards. •Ability to read and understand written sentences and paragraphs in work related documents. •Ability to work well with a variety of people and be a team player. •Excellent oral and written communication skills, with the ability to convey a positive and professional image, and to interact effectively with diverse personalities and backgrounds. •Excellent typing/keyboarding skills with a high degree of accuracy to input data, process information, and extract information in various report and presentation formats. •Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.