Lead Follow-Up Account Resolution Specialist

Finance & Revenue Cycle Worcester, Massachusetts


Position at UMass Memorial Health Care

Everyone Is a Caregiver.

At UMass Memorial Health Care, Everyone is a Caregiver regardless of title. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health care system of Central and Western Massachusetts, and a place where we can help you build the career you deserve. We are more than 14,000 employees, working together as one health care system. And everyone, in their own unique way, plays an important part, everyday.

Requisition #: 212438
Title: Lead, Self-Pay Follow Up and Account Resolution - SBO
Department: Single Billing Office Follow-up
Grade: ADM7
Posting Date: Feb 8, 2021
Shift: Days
Status: Non-Exempt
Union: SHARE
Hours: 40 hours
Shift Length: 8 hours
Location: UMass Memorial Health Care – 306 Belmont St, Worcester, MA

Position Summary:

Provides functional oversight to staff and initiates collection activity on outstanding high dollar self pay balances and responds and resolves complex inquiries/requests from patients, clinics and physician offices regarding self pay balances for both hospital and physician accounts. Acts as a liaison to Single Billing Office external vendors.

Major Responsibilities:
  • Works with and provides functional oversight to Self–Pay Follow Up Representatives and Self–Pay Account Resolution Representatives.
  • Intercedes on complex and varied account issues related to disputed accounts, cosmetic accounts, settlements, victim of violent crime accounts, payment plans, bankruptcy, statement skip accounts, and estate accounts
  • Initiates collection activity on outstanding high dollar self pay balances and responds to and resolves complex account balances disputed by patients
  • Works accounts or special situations escalated by staff or upper management as required.
  • Works assigned system work queues within established protocols

Position Qualifications:



High School Diploma required, plus additional post-secondary courses in medical billing and medical terminology.



Three years of relevant work experience. Thorough knowledge of third party insurance and medical terminology. Computer skills. Demonstrated ability to deal effectively with the public, physicians, and others, both inside and outside of the organizations.

Standards of Respect: