UW Physicians -
701 Fifth Ave, Ste 700
Seattle , WA , United States
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Patient Services Representative at UW Physicians

Updated: October 10, 2017
The Patient Services Representative is responsible for the interpretation of UW Physicians’ policies and billing procedures for a diverse patient, hospital personnel, physician, administrative, and outside party population in terms each can understand. S/he receives and responds to specific written and telephonic inquiries. In addition, the Patient Services Representative is responsible for assessing all assigned accounts to ensure the prompt and efficient reimbursement of claims. S/he works with other UW Physicians billing staff, insurance companies, other UW Medicine entities, and patients to identify appropriate payers. S/he performs all phases of patient credit counseling and follows up on bankruptcy, medical liens and probate cases.
  • High School Diploma or equivalency.

  • 2 years health care billing or patient account experience.
  • 2 years customer service experience, preferably in a call center or other production environment.
  • Experience working with patient accounts in a healthcare setting.
  • Experience with bookkeeping or medical billing preferred.

Certifications/Licensure Requirements:
  • None Required.

Knowledge, Skills & Abilities: 
  • Ability to confer with customers by telephone or in person in order to provide information about charges for services, collect payments, make billing adjustments, and respond to inquiries or complaints.
  • Ability to maintain composure in difficult situations.
  • Ability to check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes.
  • Ability to calculate, prepares, and issue bills, invoices, account statements, and other financial statements according to established procedures.
  • Ability to document customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Ability to work effectively and empathetically with physicians, patients, staff, management, and outside parties.
  • Ability to work independently and with minimal supervision at a high level of productivity and quality.
  • Knowledge and understanding of ICD9/10, CPT and HCPCS coding, medical terminology, and Explanation of Benefits (EOB)
  • Ability to provide strong customer service by telephone or in person in order to provide information about charges for services, collect payments, make billing adjustments and respond to inquiries or complaints.
  • Ability to maintain confidentiality and handle sensitive information with solid judgment and discretion.
  • Excellent oral, written, and interpersonal 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 (min 45 WPM) with a high degree of accuracy to input data, process information and extract information in various report and presentation formats.
  • Proficiency with Windows based software and Microsoft Office Suite products in a network environment.




  • Receive and respond to specific questions concerning UW Physicians’ billing system(s) from physicians, nurses, private insurance carriers, third parties, patients, and staff via extensive telephone and written communication. Document all patient interactions and updates insurance billing data in Epic.
  • Perform credit counseling and collections in compliance with departmental policy. Set up payment plans when appropriate.
  • Process adjustments, cash transfers, and distribute payments when needed.
  • Initiate refunds, review accounts for billing status, and respond to requests for itemized statements.
  • Document and complete credit card transactions over the phone.
  • Accurately decipher denial reason and prospectively plan follow-up steps utilizing the Epic billing system.
  • Manage and complete accounts in assigned self-pay work queues in full, by accurately deciphering claim denial reasons and prospectively plan follow up steps utilizing the EPIC billing system, evaluating charges for correct processing and reimbursement, and assigning appropriate account charges to collection agencies using sound judgment and accurate evaluation of accounts, per department guidelines.
  • Review and analyze charity applications per UW Medicine policy to determine a patient/guarantor's financial status and ability to pay.
  • Perform all phases of self-pay follow-up including, but not limited to contacting patients, insurances, attorneys and/or other outside vendors with the goal of resolving the account.
  • Review and manage self-pay correspondence scanned into OnBase.Receives and responds to questions from patients and/or other UW Medicine entities via the eCare system regarding UW Physicians, its policies, and collection practices and billing system, as required.