Patient Account Liaison I

Ann & Robert H. Lurie Children’s Hospital of Chicago provides superior pediatric care in a setting that offers the latest benefits and innovations in medical technology, research and family-friendly design. As the largest pediatric provider in the region with a 140-year legacy of excellence, kids and their families are at the center of all we do. Ann & Robert H. Lurie Children’s Hospital of Chicago is ranked in all 10 specialties by the U.S. News & World Report.

Location

680 Lake Shore Drive

Job Description

Responsible for the timely and accurate resolution of hospital/physician billing accounts. Responds to customer service inquires (inbound/outbound phone, written correspondence) process payments, and resolves any issues when appropriate by performing billing, charge revision(debits or credits), corrections, adjustments, payment arrangements, ensuring a customer satisfactory interaction. Completes account documentation to provide a clear audit trail to support all collection activity. Exhausts all available resources in an effort to expedite the payment of account balances.

Essential Job Functions

• Acts as a liaison to handle and resolve incoming telephone and written inquiries related to patient accounts, payments, update billing systems, MyChart, etc. with new or corrected information (eg. demographics or insurance information) received from parents/patients.
• Process and/or review eligibility to resolve self-pay issues.
• Resubmit claims to insurance when required.
• Reviews and explains coding and billing questions received from parents/patients.
• Routes inquiries to senior or supervisory staff, as appropriate, to assist with customer satisfaction.
• Responsible for follow up communication with parents/patients and/or team members as necessary to ensure timely resolution.
• Processes and/or transfer refund requests for parents/patients.
• Process and provide/print itemized bills.
• Initiates verbal inquiries with patients and guarantors to secure payments of the balances due.
• Completes account documentation to provide a clear audit trail to support all collection activity.
• Exhausts all available resources in an effort to expedite the payment of account balances.
• Analyzes account detail and utilizes available resources (contract information) to ensure that proper reimbursement from third party payers has been calculated, received and/or is still due.
• Verifies that adjustments have been applied and the balance due is correct. Process/apply adjustments as appropriate.
• Responsible for timely and accurate resolution of accounts in assigned Epic Workqueues.
• Performs job functions adhering to service principles with customer service focus of innovation, service excellence and teamwork to provide the highest quality care and service to our patients, families, co-workers and others.
• Other job functions and duties as assigned.

Knowledge, Skills and Abilities

• High school diploma or GED required; Associate’s degree or some college preferred. Excellent customer service skills.
• Excellent communication and listening skills.
• Ability to remain calm and professional during challenging conversations.
• Working knowledge of hospital and professional billing practices, insurance claim workflows, and reimbursement processes, including eligibility verification, claim resubmission, and account adjustments.
• Resolves routine billing and payment inquiries by following established workflows, policies, and guidelines.
• Strong analytical skills with the ability to review detailed account information, identify discrepancies, and determine appropriate corrective actions.
• Clearly explains billing, insurance, and reimbursement information to patients and families in a professional, empathetic manner, including during difficult conversations, while striving for first‑call resolution.
• Determines when to escalate billing or customer service issues to the appropriate next level of review.
• Proficiency using Epic, including Work queues, account documentation, and MyChart updates, or the ability to learn these systems quickly.
• Ability to discuss financial obligations with patients, secure payments, and coordinate payment arrangements while maintaining high customer service standards.
• Exceptional attention to detail and accuracy in account documentation, billing entries, and financial transactions.
• Experience using and knowledge of Microsoft Office is preferred.
• The ability to operate standard office equipment is required.
• Epic experience preferred.
• Minimum of 1–2 years of experience in healthcare customer service or billing office to effectively understand and respond to inquiries on patient accounts preferred.

Education

High School Diploma/GED (Required)

Pay Range

$19.50-$30.23 Hourly

At Lurie Children’s, we are committed to competitive and fair compensation aligned with market rates and internal equity, reflecting individual contributions, experience, and expertise. The pay range for this job indicates minimum and maximum targets for the position. Ranges are regularly reviewed to stay aligned with market conditions. In addition to base salary, Lurie Children’s offer a comprehensive rewards package that may include differentials for some hourly employees, leadership incentives for select roles, health and retirement benefits, and wellbeing programs. For more details on other compensation, consult your recruiter or click the following link to learn more about our benefits.

Benefit Statement

For full time and part time employees who work 20 or more hours per week we offer a generous benefits package that includes:

Medical, dental and vision insurance

Employer paid group term life and disability

Employer contribution toward Health Savings Account

Flexible Spending Accounts

Paid Time Off (PTO), Paid Holidays and Paid Parental Leave

403(b) with a 5% employer match

Various voluntary benefits

• Supplemental Life, AD&D and Disability
• Critical Illness, Accident and Hospital Indemnity coverage
• Tuition assistance
• Student loan servicing and support
• Adoption benefits
• Backup Childcare and Eldercare
• Employee Assistance Program, and other specialized behavioral health services and resources for employees and family members
• Discount on services at Lurie Children’s facilities
• Discount purchasing program

There’s a Place for You with Us

At Ann & Robert H. Lurie Children’s Hospital of Chicago and its affiliates (collectively “Lurie Children’s”), we embrace and celebrate diversity and equity in a serious way. We are committed to building a team with a variety of backgrounds, skills, and viewpoints — recognizing that diverse identities strengthen our workplace and the care we can provide to the Chicago community and beyond. We treat everyone fairly, appreciate differences, and make meaningful connections that foster belonging and allyship. This is a place where you can be your best, so we can give our best to the patients and families who trust us with their care.

Lurie Children’s and its affiliates are equal employment opportunity employers. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin, ancestry, age, disability, marital status, pregnancy, protected veteran status, order of protection status, protected genetic information, or any other characteristic protected by law.

For questions about how to request an accommodation please contact: employeehealth@luriechildrens.org

AI Notice

Lurie Children’s utilizes certain AI-enabled features within our recruiting platform to support candidate engagement and assist recruiters in identifying and prioritizing applicants whose experience aligns with job requirements. All employment decisions are made by individuals.

It is a civil rights violation with respect to recruitment, hiring, promotion, or employment for an employer to use artificial intelligence that has the effect of subjecting employees to discrimination on the basis of protected classes under the Illinois Human Rights Act or to use zip codes as a proxy for protected classes.

For questions about the use of artificial intelligence in this process or any additional support, please contact: peoplequestions@luriechildrens.org