PBS Associate - Customer Service

PBS Customer Service Associate

In the PBS Customer Service Department, you'll play a vital role in creating a positive patient experience by resolving inquiries with professionalism, compassion, and accuracy. This is more than a customer service position-it's an opportunity to make a meaningful impact on patient satisfaction and financial integrity at one of the nation's leading cancer centers.

The ideal candidate for the PBS Customer Service Associate position will have billing experience from a hospital environment and is a compassionate, detail-oriented professional who thrives in a fast-paced, high-volume environment. They possess exceptional communication skills-both verbal and written-and demonstrate empathy and professionalism in every patient interaction. This individual is highly organized, adaptable, and committed to resolving inquiries promptly while maintaining compliance with institutional policies and HIPAA regulations.

Key Attributes of the Ideal Candidate:

• Customer Service Excellence: Skilled in creating positive patient experiences through courteous, professional, and empathetic interactions.
• Critical Thinking & Problem-Solving: Uses sound judgment to resolve complex account issues and inquiries efficiently.
• Technical Proficiency: Comfortable navigating EPIC, MyChart, and other systems to manage patient accounts and documentation accurately.
• Communication Mastery: Demonstrates clear, concise, and compassionate communication across multiple channels (phone, email, Zoom, in-person).
• Attention to Detail: Ensures accuracy in account reviews, insurance linking, and documentation to prevent errors and delays.
• Adaptability: Handles changing priorities and high call volumes with professionalism and efficiency.
• Team-Oriented: Collaborates effectively with colleagues, management, and other departments to achieve departmental goals.
• Compliance Awareness: Maintains strict adherence to HIPAA and institutional standards for privacy and security.

What's in it for you?

• Paid Medical Benefits: MD Anderson covers 100% of medical benefits for employees, plus dental and vision options.
• Generous Paid Time Off (PTO): Vacation, sick leave, and holidays to help you recharge.
• Retirement Plans: Secure your future with robust retirement programs and employer contributions.
• Professional Growth: Access to training, development programs, and opportunities for advancement.
• Mission-Driven Work: Your efforts help patients navigate their financial journey with care and confidence.

Key Responsibilities:

• Patient Interaction & Inquiry Resolution
• Manage a high volume of inquiries in EPIC and resolve concerns within 24-48 hours.
• Address correspondence and MyChart requests promptly and follow up with patients.
• Utilize critical thinking skills to ensure patient concerns are fully addressed.
• Account Management
• Load and link insurance information accurately.
• Review accounts for possible refunds and communicate requests to the Credit Resolution Team.
• Compile refund request packages for approval and processing.
• Follow up on aged balances during patient encounters and work toward immediate resolution.
• Customer Service Excellence
• Adhere to department standards for greetings and professional conduct.
• Advise patients of aged balances and attempt to collect payments.
• Maintain work queues with timely follow-up activity and meet departmental collection goals.
• Compliance & Documentation
• Prevent PHI/HIPAA violations and maintain confidentiality.
• Document all conversations and communications accurately in EPIC.
• Notify management promptly of delinquent accounts and escalate issues as needed.
• Special Processes
• Manage estate and bankruptcy processes for referral to the Office of General Counsel.
• Review and refer accounts in bad debt for appropriate action.
• Performance & Development
• Meet daily production standards and maintain quarterly performance goals.
• Participate in educational, training, and mentoring opportunities to improve job performance.
• Seek assistance from Patient Advocacy for complex cases involving complaints.
• Other Duties
• Perform additional tasks as assigned to support departmental goals.

Education:

• Required: High School Diploma or Equivalent
• Preferred: Associate's Degree Business, healthcare or related field.

Work Experience:

• Required: 3 years Experience in billing, insurance follow-up, or collections in a medical or hospital business office setting.
• Required: 1 year Required experience with preferred degree.
• Preferred: 5 years Experience in healthcare environment involving customer service and billing. Skills needed are excellent written and verbal communication skills, detail oriented (documentation), computer savvy, empathetic, patience, flexible, positive attitude, multi-task skills, active listener.

Work Schedule:

• Monday - Friday 8 hour shifts: 7:45am-4:45pm, 8:00am-5:00pm, 9:00am-6:00pm These shifts rotate every month. Must be flexible and able to work until 6pm. Working Saturday's at times mandatory, but usually during end of fiscal year.

Other Requirements:

• Must pass pre-employment skills test as required and administered by Human Resources.

The University of Texas MD Anderson Cancer Center offers excellent benefits, including medical, dental, paid time off, retirement, tuition benefits, educational opportunities, and individual and team recognition.