Job Title: Senior Business Office Representative Department:  Financial Services Location: Riedman Campus - 100 Kings Highway, Rochester, NY 14610 Hours Per Week:  40 Schedule:  M-F; 7:00 AM to 3:30 PM, 7:30 AM to 4:00 PM, or 8:00 AM to 4:30 PM Position Summary: Ensure full reimbursement is received by RRH for clinical services rendered, including professional, long-term/home care, and hospital care, by effectively and accurately managing receivables. Resolve edits to ensure accurate claims are sent to primary and secondary insurances. Research and resolve denials and payer requests for information promptly and accurately in order to secure payment. As a Senior team member, create and document new processes and support denial analyses. Work as part of a dynamic team continually looking for ways to improve a complex business process. Key Responsibilities: Review and accurately process claim edits in a system work queue. Accurately handle claim adjustments and coverage changes as needed. Review and process claim denials according to established processes. Research and resolve denial issues via the payer website, coverage policies, and/or phone calls to the payer. Submit corrected claims and appeals. Process account adjustments and refunds as needed according to department policy and procedure. Document actions appropriately and follow up with payers to ensure they take actions promised. Follow up on claims with no responses. Manage large workload using tracking tools to ensure we don’t fail to follow up before a payer’s deadline. Help lead team meetings which review new procedures, new denial types and system updates. Report problems and patterns to the supervisor to help keep policies and procedures up to date with new clinical programs and payer policy changes. Answer staff questions about processes and problem resolution. Acquire and maintain knowledge of system terminology, claim/denial/coverage concepts and terms, and relevant HIPAA privacy rules and other regulations. Expertly use insurance websites to explore denial issues and resolve them using the tools in Epic, including accessing clinical documentation and authorization details. Respond to patient complaints by researching coverage and claim processing to ensure the patient responsibility is accurate. Contact insurance as needed. Coordinate resolution with Customer Service staff. Create and maintain documentation of billing processes to support audits and training. Support denial trend analyses and special projects. Work directly with outside departments to assure authorizations, medical records, and appeals are accurate and timely Desired Attributes: i. 2 years of work experience in a healthcare setting preferred ii. Proficient working knowledge of assigned receivable systems iii. General knowledge of Medicare, Medicaid, and insurance compliance issues preferred iv. Familiarity with ICD-9 diagnosis and procedure codes as well as CPT/HCPCS codes helpful v. Knowledge of UBO4 billing form and 1500F05 specific payor requirements preferred vi. Proficiency in a variety of computer applications and spreadsheet applications and common office equipment vii. Excellent problem-solving, organizational, and oral and written communication skills required viii. Strong communication, analytical and PC skills highly desired ix. Excellent interpersonal, organizational, communication, attention to detail, and follow-through skills x. Flexibility and ability to work as a team player and to handle simultaneous tasks xi. Successful completion of annual age and job-specific competencies and skill verification tools required Minimum Qualifications: •None Required Licensure/Certification Skills: •None Rochester General Health System is an Equal Opportunity / Affirmative Action Employer. Minority/Female/Disability/Veteran EDUCATION: LICENSES / CERTIFICATIONS: PHYSICAL REQUIREMENTS: Sedentary - Sedentary roles are primarily office-based and require prolonged sitting (67–100% of the workday) with minimal physical effort and lifting limited to under 10 lbs. Fine motor skills are necessary for computer work, writing, and telephone use, supported by clear visual and auditory ability. Cognitive and emotional demands are high due to extended concentration, frequent interruptions, independent decision-making, and information processing. Although physical exposure is low, administrative areas within healthcare environments may occasionally involve contact with infectious agents. Some roles may require flexible hours, TB screening, or a valid driver’s license. For disease specific care programs refer to the program specific requirements of the department for further specifications on experience and educational expectations, including continuing education requirements. Any physical requirements reported by a prospective employee and/or employee’s physician or delegate will be considered for accommodations. PAY RANGE: $19.00 - $22.50 CITY: Rochester POSTAL CODE: 14617 The posted pay range is a good faith representation of potential base pay for this position. It may be modified in the future and eligible for additional pay components. Individual annual salaries/hourly rates could vary based on position details and FTE. Pay is determined by considering factors including, but not limited to, experience, relevant qualifications, specialty, internal equity, locations, and contracts. Rochester Regional Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, predisposing genetic characteristics, marital or familial status, military or veteran status, citizenship or immigration status, or any other characteristic protected by federal, state, or local law. Rochester Regional Health is an integrated health services organization serving the people of Western New York, the Finger Lakes, St. Lawrence County, and beyond. The system includes nine hospitals; primary and specialty practices, rehabilitation centers, ambulatory campuses and immediate care facilities; innovative senior services, facilities and independent housing; a wide range of behavioral health services; and Rochester Regional Health Laboratories and ACM Global Laboratories, a global leader in patient and clinical trials. It’s vision is to lead the evolution of healthcare to enable every member of the communities it serves to enjoy a better, healthier life.

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