UofL Physicians

  • Patient Services Representative

    Job Locations US-KY-Louisville
    Job ID
    # of Openings
    CBO - Follow
  • Overview

    The Patient Service Representative is the primary patient contact for the Central Business Office (CBO) after service has been rendered. A Patient Services Representative must demonstrate strong interpersonal skills and be able to address and resolve patient concerns in a professional and customer-friendly manner.


    The Patient Service Representative works independently to resolve patient inquiries. These tasks include, but are not limited to the following:

    • Appropriately resolves and completes all requests: Medical Records, Legal Requests, Insurance Company requests for itemized bills and medical records and Affidavits.
    • Frequent contact with patients and collections agents.
    • Answer all incoming calls and manage voicemail messages.
    • Analyze patient accounts to determine solutions to customer inquiries/complaints.
    • Accesses and updates the system per patient requests, request re-bills, and any additional information the patient requires in an efficient manner.
    • Update changes to information in the system provided by the patient.
    • Documenting all actions in the system task notes
    • Analyze patient accounts to set-p payment arrangements when needed.
    • Maintains knowledge of applicable rules, regulations, policies, laws, and guidelines that impact CBO customers.
    • Evaluates the extent of inquiries and notifies management of potential trends in types of calls or customer complaints.
    • Distributes incoming correspondence to the appropriate individuals or areas and resolves own correspondence.
    • Notes and manages accounts that have filed for bankruptcy.
    • Works regularly with confidential information, materials, and money and responsible for maintaining confidentiality of medical and financial patient records.
    • Other duties as assigned.



    • High School Diploma or GED.
    • Two years’ experience in Healthcare billing and/or collections.
    • Knowledge of medical terminology, ICD9, ICD10, CPT4, and HCPCS coding and third party payer experience.



    • Analytical abilities required identifying and resolving patient inquiries relating to his or her account.
    • Knowledge of basic accounting principles.
    • Must be flexible and able to handle multiple tasks and responsibilities.
    • Well organized and have good problem solving skills.
    • Must be able to prioritize and schedule job duties.
    • Must be able to match medical terms to the correct codes.
    • Must understand insurance carrier payment and billing regulations in order to correctly balance bill.



    • Standard office environment should be expected. This position is partially sedentary 80% of the time with the 20% of the workday requiring standing or walking. The ability to life and carry objects weighing 10-20 lbs. is required.


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