Administrative Correspondence Representative
Patient Financial Services Job Summary The Administrative Correspondence Rep. and is responsible for the daily billing duties associated with incoming patient/insurance mails received by Medical Group Business Services (MGBS), Patient Financial Services (PFS) and UCSF Physicians Group, departments of UCSF Medical Center and UCSF Health. The mails are received from various WELLS FARGO lockboxes and surface mail deliveries by UCSF staff and USPS. Responsible for a high volume of third party payer and patient correspondence that requires categorization and account identification utilizing several key electronic tools before posting and recording in APEX at the patient account level. Categorization and identification involves analysis of documents and an understanding of the revenue cycle to determine the destination and type of routing required for further action by other departments such as Insurance Follow up and SBO Customer Service. Requires an understanding of basic medical terminology and knowledge of basic principles of the insurance and patient billing of health insurance claims and statements. Within the unit, the incumbent is responsible for but not limited to the following:
- Reviewing and categorizing the incoming payer and patient correspondences. Most documents are received from WELLS Fargo through multiple insurance lockboxes and are pre-scanned by the bank. The files are imported into EPHESOFT, an IOCR software and are automatically assigned one of 21 different a categories. Correspondence staff perform a "review" of the categorizations and make corrections or changes as necessary. The next step in Ephesoft requires a "validation" by staff of the key identifiers extracted via the IOCR process that eventually will be used to post the document into APEX at the patient account level. Key identifiers include Invoice Number; Account Number; Patient Name, Date of Birth, etc. Once the document has passed through Ephesoft Validation the document is imported into RICOH EDE for additional key identifiers that are typically not found on the source documents but are required for upload to APEX. In each of these three stages of correspondence, applies subject matter knowledge related to insurance denials, authorizations, appeals and various requests for information to ensure that all incoming correspondence will be posted to the correct accounts and be categorized appropriately to allow for follow up actions by Insurance Follow Up, Billing and SBO departments. Some documents require manual scanning and labelling prior to entry into Ephesoft, especially if the document has been received through surface mail or is an internal document created within the various departments and requires archival. Triages all correspondence and requests and applies discretion and critical thinking to determine appropriate next step, especially in determining whether a request is urgent and needs to be escalated to management.
- Receiving and Processing medical records requests and distribute to Follow-up Unit.
- Receive and process billing record request for subpoenas, attorneys and copy services. Document Incoming request in patient's account in Epic. Print or PDF itemized statement according to the request. Prepare for online upload to requestor web portal, email, mailing or pickup.
- Serve as receptionist backup for Medical Group Business Services department. All front-desk reception activities, which include 1) Answering MGBS department main phone. 2) Retrieving/returning voicemail messages for main office phone line 3) Ordering, restocking and distributing of office supplies 4) Manages conference rooms schedule 5) Welcoming Visitors/Vendors; Patients, UCSF Employees, UCSF Mail, UPS, FedEx, Copy services, and others. Applies knowledge of department workflow and operating procedures to ensure protocol is followed during guest and vendor check in.
- Utilizes multiple databases and applications to analyze and take appropriate action on information or documents received. Applications and Databases include, Ephesoft, RicohEDE, APeX, PFS Research Database and Paperstream.
- Maintain professional attire (business casual) as applicable for any front-desk activities.
- Prepare invoices for Payment Processing. Archives MGBS invoices
- Archive MGBS files to be sent to Oyster Point storage warehouse. Accurate and timely documentation preservation through immaculate record keeping procedures. Procedures include logging file info and retention period for shredding. Timely research and retrieval of files as requested by MGBS Management and staff, or client departments, often times for audit purposes
- Restock MGBS office supplies. Incumbent must be able to lift boxes up to 40lbs. Incumbent must be able to reach items on a shelf that's five feet tall.
- Performs other duties as assigned
Required Qualifications
- High school graduate or GED certificate.
- Two or more years of experience in a hospital or physician's billing office or customer service setting; or equivalent combination of training and experience.
- Knowledge of medical terminology and ability to review correspondence Explanation of Benefits (EOBs) and identify appropriate next steps. Knowledge of payor / patient correspondence documentation practices to ensure appropriate records in systems.
- Ability to apply entry level billing analyst principles to appropriately identify category (e.g., appeal, denial, authorization) and correctly index documents.
- Broad knowledge of Medical Group Business Service billing work flow from sorting to batching to processing to scanning as well as indexing, posting, and handling denials.
- Previous work experience in a customer service environment or healthcare setting.
- Good analytical, organizational, interpersonal, verbal, and written communication skills.
- Ability to follow directions and written procedures.
- Knowledge of computer operation, keyboard functions, adding machine, copy machine and fax machine operation.
- Demonstrable computer software skills (i.e. Microsoft Applications and E-mail, etc.)
- Superior keyboarding skills (ability to type >40 words per minute).
- Must be a motivated individual with a positive and exceptional work ethics.
- The ability to work in Emeryville.
Preferred Qualifications
- Certification in Medical terminology or coding.
- Experience with Epic hospital or professional billing systems.
- Knowledge of contracts, insurance billing requirements, and 1500 claim forms, worker's compensation, HMOs, PPOs, capitation, Medicare, Medi-Cal, and HIPAA compliance program regulations.
- Knowledge of electronic billing systems (i.e. EPIC, APeX).
- Understanding of HIPAA rules and regulations
About UCSF At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what's possible for the patients we serve - a promise we share with the professionals who make up our team.
Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report - UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents. Pride Values UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.
In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu
Join us to find a rewarding career contributing to improving healthcare worldwide. Equal Employment Opportunity The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Job Code and Payroll Title 004722 BLANK AST 3 Job Category Administrative Support, Support Services Bargaining Unit Teamsters Local 2010 - Clerical and Allied Services Unit (CX) Additional Shift Details M-F |
University of California - San Francisco Campus and Health
Feb 26, 2026