Payment Resolution Specialist - PBS F


Performs day-to- day payment resolution activities within the Hospital and/or Medical Group revenue operations ($3-5B NPR) for an assigned Patient Business Services (PBS) location. The scope of responsibility will be all post-billed denials (inclusive of clinical denials). Serves as part of the Payment Resolution team at an assigned  PBS location responsible for ensuring payments are received on denied accounts, determining root causes for discrepancies, minimizing  inappropriate payment delays and variances from expected reimbursement, and resolving or escalating issues to the Supervisor Payment Resolution for resolution.  This position reports directly to the Supervisor Payment Resolution.


Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.

Performs daily activities as part of the payment resolution team that receives, analyzes, and appeals denials received for an assigned PBS location.  Reviews, researches and resolves payment delays and/or variances resulting from rejected and/or denied claims and/or overpayments and underpayments with direction from the Supervisor Payment Resolution.

Processes payments as appropriate in accordance with contracts and policies to ensure all potential liabilities are paid in a timely and accurate fashion.

Resolves claims, conducts formal account reviews, identifies lost charge recovery, analyzes and documents delays and payment variances.

Identifies routine issues and either resolves or escalates to the Supervisor Payment Resolution for resolution.

Maintains knowledge of state/federal laws as they relate to contracts and the appeals process.

Investigates and addresses overpayment and underpayment accounts with the objective of appropriately optimizing reimbursement for services rendered. Ensures that claims are paid/settled in the timeliest manner possible: 

  • Coordinates follow-up activities with Utilization Review/Case Management/Coding/Nurse Liaison to provide required clinical support, as well as to ensure timely follow-up and action for account appeals.
  • Works with Patient Access and other necessary parties to resolve account authorization issues.
  • Applies knowledge of specific payer payment rules, managed care contracts, reimbursement schedules, eligible provider information and other available data and resources in order to research payment delays and variances, make corrections, and take appropriate corrective action to ensure timely claim resolution.
  • Proactively follows up on payment delays and variances by contacting patients and third-party payers, and supplying additional data, as required.
  • Composes adjustment and appeal letters to resolve payment rejections and/or denials.
  • Updates and refiles timely, accurate claims.
  • Reports and maintains data on types of claims denied and root cause of denials. Collaborates with management and team to make recommendations for improvements.
  • Requests write offs, transfers, allowances, and reversals.
  • Makes recommendations regarding complexity of claim resolution and the appropriateness of transferring account to collection vendor(s) or other resources for follow-up.
  • Documents all actions and encounters in the patient accounting system using standard codes.
  • Maintains working knowledge of payer contracts and payer payment rules.
  • May observe Joint Operating Committee meetings with payers on current issues.

Responds to patient and third-party payer inquiries, complaints or issues regarding patient billing and collections, or refers problem to an appropriate resource for resolution.

Communicates with physicians and office staff and appropriate hospital departments as required to research and resolve discrepancies, e.g., request copies of medical records, obtain demographic, clinical, financial, and insurance information.

Prepares, maintains, and submits special reports as directed by the supervisor to document billing, follow-up services and payment variance services, outcomes and trends, e.g., number and types of claims and dollars rejected/denied, billing errors, payer processing errors, potential versus actual recoveries, claims edited, number of claims unprocessed, etc.

Cross trains in various functions to assist in the streamlined delivery of department services.

Interprets data, draws conclusions, and reviews findings with supervisor for further review.

Takes initiative to continuously learn all aspects of Payment Resolution Specialist role to support progressive responsibility.

Other duties as needed and assigned by the supervisor.

Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior


High school diploma or Associate's degree in Accounting or Business Administration or related field, and a minimum of two (2) years' of experience and relevant knowledge of revenue cycle functions and systems working within a hospital or clinic environment, a health insurance company, managed care organization or other health care financial service setting, performing medical claims processing, financial counseling, financial clearance, accounting or customer service activities or an equivalent combination of education and experience. Experience in a complex, multi-site environment preferred.

Excellent written and verbal communication skills and organizational abilities. 

Strong interpersonal skills in interacting with internal and external customers. 

 Strong accuracy, attention to detail and time management skills. 

Basic understanding of Microsoft Office, including Outlook, Word, PowerPoint, and Excel.

Completion of regulatory/mandatory certifications and skills validation competencies preferred.

Basic understanding of Microsoft Office, including Outlook, Word, PowerPoint, and Excel.

Must be comfortable operating in a collaborative, shared leadership environment. 

Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.


This position operates in a typical office environment.  The area is well lit, temperature controlled and free from hazards. 

Incumbent communicates frequently, in person and over the phone, with people in all locations on product support issues. 

Manual dexterity is needed in order to operate a keyboard.  Hearing is needed for extensive telephone and in person communication. 

The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects at the same time and adapt to interruptions. 

Must be able to set and organize own work priorities and adapt to them as they change frequently.  Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles. 

Must possess the ability to comply with Trinity Health policies and procedures