SBO/Customer Service/Self-pay Collections Rep University of California San Francisco Medical Center 284 reviews - San Francisco, CA The Self-Pay Billing Office (SBO) & Customer Service unit is responsible for responding to all incoming inquiries from patients, departments, various billing agencies and other external inquiries. The representative in this team has frequent contact with patient, Patient Financial Services staff, clinic and hospital staff and management, and managers, as well as billing and professional fee and collection services vendors. The SBO Customer Service Representative has a thorough knowledge of UCSF Medical Center and Medical Group insurance contracts as the unit deals regularly with complex policy and procedural issues that involve contract compliance with regard to HMO, PPO and government payers. The SBO/Customer Service Representative negotiates prompt payment discounts and sets up payment plans according to departmental guidelines. The SBO/Customer Service Representative has a working knowledge of the UCSF Medical Center discount and charity policy. The SBO/Customer Service Representative recommends accounts for collection agencies. The SBO Customer Service Representative is responsible for responding to and following up on patients high-dollar outstanding account receivable in a courteous and timely manner. The SBO Customer Service rep demonstrates the ability to process all customer service inquiries and to perform all aspects of follow-up with quality, compassion and assertiveness. The SBO Customer Service rep will conform to all UCSF Health, government and HIPAA policies and procedures. SBO Customer Service Representatives utilize multiple databases and applications to analyze and take appropriate action on information or documents received. Applications and Databases consist of: Epic, Patient Compass, Emdeon eCashiering, MS Outlook, MS Excel, Hospital Rates, Cirius, Imaging, MyQuote, Medi-Cal, Medicare, and other payer websites, SMS/LDA, IDX/LDA. Required Qualifications * Minimum two years of experience in a hospital billing, physician billing, or payor office environment * High School diploma or equivalent * Demonstrate an in-depth understanding of all aspects of billing procedures consistent with those performing insurance follow-up activities both hospital and professional billing environment * Working knowledge of contracts, insurance billing requirements, UB04 and HCFA 1500 claim forms, Workers Compensation, HMOs, PPOs, capitation, Medicare, Medi-Cal and compliance program regulations * Working understanding of CPT, ICD, DRG, and HCPC codes * Excellent interpersonal, verbal, and written communication skills * Ability to demonstrate cultural sensitivity and a respectful, courteous and professional manner in all interactions * Ability to balance assertiveness with compassion, empathy and patience for the patient and others * Good analytical and organizational skills * Motivated individual with a positive and exceptional work ethics * Ability to follow directions and written procedures * Thorough knowledge of computer operation, keyboard functions, calculator, copier and fax machine operation with standard keyboard skills * Computer software skills (i.e. Microsoft Applications and E-mail, etc.) * Thorough understanding of HIPAA rules and regulations * The flexibility to orient and work at all UCSF Medical Center locations Preferred Qualifications * Bachelor's degree * Prior work experience in a customer service or call center environment * Working knowledge of electronic billing systems, preferable EPIC * Working understanding of stop losses, per diems, carve outs and other contract terms and conditions Licensure/Certification * N/A Living Pride Standards Service Excellence * Demonstrates service excellence by following the Everyday PRIDE Guide with the UCSF Medical Center standards and expectations for communication and behavior. These standards and expectations convey specific behavior associated with the Medical Centers values: Professionalism, Respect, Integrity, Diversity and Excellence, and provide guidance on how we communicate with patients, visitors, faculty, staff, and students, virtually everyone, every day and with every encounter. These standards include, but are not limited to: personal appearance, acknowledging and greeting all patients and families, introductions using AIDET, managing up, service recovery, managing delays and expectations, phone standards, electronic communication, team work, cultural sensitivity and competency. * Uses effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; acts as an escort to any patient or family member needing directions; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients / families/ colleagues perceive interactions as positive and supportive. Exhibits team work skills to positively acknowledge and recognize other colleagues, and uses personal experiences to model and teach Living PRIDE standards. * Exhibits tact and professionalism in difficult situations according to PRIDE Values and Practices * Demonstrates an understanding of and adheres to privacy, confidentiality, and security policies and procedures related to Protected Health Information (PHI) or other sensitive and personal information. * Demonstrates an understanding of and adheres to safety and infection control policies and procedures. * Assumes accountability for improving quality metrics associated with department/unit and meeting organizational/departmental targets. Work Environment * Keeps working areas neat, orderly and clutter-free, including the hallways. Adheres to cleaning processes and puts things back where they belong. Removes and reports broken equipment and furniture. * Picks up and disposes of any litter found throughout entire facility. * Posts flyers and posters in designated areas only; does not post on walls, doors or windows. * Knows where the Environment of Care Manual is kept in department; corrects or reports unsafe conditions to the appropriate departments. * Protects the physical environment and equipment from damage and theft. The flexibility to orient and work at all UCSF Medical Center locations is required. Equal Employment Opportunity The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Further information about the University of California, San Francisco, is available at diversity.ucsf.edu. UCSF seeks candidates whose skills, and personal and professional experience, have prepared them to contribute to our commitment to diversity and excellence, and the communities we serve. 8 hours ago - save job - original job Apply On Company Site University of California San Francisco Medical Center University of California San Francisco Medical Center 284 reviews Careers at UCSF Medical Center Join the team that has made us a global leader in the integration of research and new treatments all for... Let employers find you Thousands of employers search for candidates on Indeed Upload Your Resume