« Back

Departments

Leadership



Vice President
Suman Smith
    Welcome to RCO! The purpose of this web portal is to provide access to our employees, patients and stakeholders regarding all Revenue Cycle information. Through this adaptive resource we will accomplish three primary objectives: Firstly, that our patients will be able to obtain a point of contact for each department, as well as an outlet for My Chart. Secondly, our employees will have access to tip sheets, work flows, metric reporting and initiative updates in order to streamline and clarify communication. Lastly, our stakeholders can have access to observe current metrics, reports, vendor contracts and orginizational information in the aim of achieving continual alignment with our mutual vision.
Ultimately, we hope that this website serves to better articulate the mission of UTMB Health: Working together to work wonders. Thank you for visiting!

Suman Smith, Vice President of Revenue Cycle Operations.


Associate Vice President
Laurence Laughlin

          About 15 years ago, during a period of change in my career, I took the time to write down my values and expectations to share with my new employees. I have shared these same values with each new organization since then, including UTMB when I started in 2010, and I would like to share one again with you now. The final tennant of my core values explains my expectations of my work place, both of myself and my colleagues: I believe in surrounding myself with hardworking, intelligent people because I believe we tend to rise or to sink to the level of those with whom we associate. Therefore, I want to work with winners.

          Laurence Laughlin, Associate Vice President of Revenue Cycle Operations

         

 

Assistant Vice President
Cynthia L. Smith
           
          It is the responsibility of Revenue Cycle to ensure that our physicians, clinicians and stakeholders are made able to understand the complicated Revenue Cycle process and outcomes as they relate to provider input. Through dilligent dialogue from RCO, UTMB Health will have a more holistic understanding of the patient experience as well as a point of access for reimbursement accountability. Therefore, it is my responsibility to maintain the accuracy and continuity of that communication to reinforce the culture of trust, quality of care and the longevity of UTMB.

          Cynthia L. Smith, Assistant Vice President of Revenue Cycle Operations

           

         


Patient Access

Patient Access Department Director
Ruben Escamilla



Insanity: doing the same thing over and over again and expecting different results.
~Albert Einstein

Our Patient Access Team has the unique privilege of establishing revenue cycle's first point of contact with patient, as our only unit which interacts with our patients before they receive care is a part of this department. Ruben Escamilla leads his expansive team of 75 employees, reaching from the emergency room on campus to the Shearn Moody Plaza, in motivating quality for all of RCO. The Patient Access department encourages optimum eligibility throughout the revenue cycle process, ensures expedited and accurate registration and maintains efficient surgical planning through innovative technology, dedicated employees and well-coordinated team structures.


Ruben's Team




Nancy's Team




Diana's Team




Betty's Team




Gretchen's Team




Emergency Room and Financial Disposition




Estimates Team



Coding

Coding Department Director
Melody Dowler

It is literally true that you can succeed best and quickest by helping others to succeed.
~Napoleon Hill




Our Coding Team assists Revenue Cycle Operations by Persisting in Precision. Melody Dowler leads this department in assessing, correcting and capturing all health care services provided by UTMB through meticulous and practiced focus. Their reporting process is dependent upon faculty input, so this division of RCO is most closely aligned with our school of medicine personnel. With Melody’s guidance and through the support of her attentive management team: Sonia, Erica, Janell, Miriam, Irene and Cynthia, accurate coding ensures both the safety of our patients and the financial health of UTMB.

Melody's Team



Sonia's Team

Erica's Team

Janell's Team

Cynthia & Irene's Team

Strategy

Strategy Department Assistant Director
Michelle Cantrell

The difference between a successful person and others is not a lack of strength, not a lack of knowledge, but rather a lack in will.
~Vince Lombardi




Our Strategy Team assists Revenue Cycle Operations by Guiding the Mission Through to Fruition. Michelle Cantrell leads this team in utilizing our greatest assets: our personnel, within the constraints of a well-managed budget. Michelle has the charge of vetting and proofing the budget while facilitating the managerial efforts of Cheryl Herrod in her position over Administrative Operations and Danni Mason's communication campaigns.

Michelle's Team

Cheryl's Team

Denial Management

Denials Management Department Director
Cheryl Arnold

A sense of humor is part of the art of leadership, of getting along with people, of getting things done.
~ Dwight D. Eisenhower

Our Denials Team led by Director Cheryl Arnold, is responsible for appealing and correcting denials of reimbursement for care in order to optimize revenue. Through denial mitigation and root cause correcting claim errors, this team equips Revenue Cycle with the optimism, determination and tenacity required to regulate this critical role in the reimbursement process.

Cheryl's Team

Joanna's Team



Lisa's Team



Jessica's Team



Linda's Team



Billing

Billing Department Associate Director
Michelle Hopkins

Problems can become opportunities when the right people come together.
~ Robert South






Our Billing Team assists Revenue Cycle Operations by Enabling Excellence. Michelle Hopkins leads this team in the timely appropriation and processing of hospital and provider billing, as well as the mitigation of our contractual arrangements. With her core team of three managers: Glenda, Faith and Yvonne, our Billing team coordinates all UTMB health bills, provider enrollment, coverage manager and specialty billing.



Paying for Your Health Care

We understand that billing and payment for health care services can be confusing and complicated. We are here to assist you with information on how we process your bill(s).

The information in this section is designed to help you understand what we can do to assist you, what you can do to assist us and your insurance provider.

A Word About UTMB Health Billing Statements

In an effort to enhance your health care experience, effective April 6, 2013, UTMB Health began providing a single statement for all of your health care encounters. The new statement combines all fees related to clinic visits, hospital stays and other related charges.

The first page of the statement shows the adjustment of all total new charges and all recent payments that have been applied to the account, followed by a single, easy-to-read balance due (see Figure 1, below). On the following pages of the statement, the specific charges from each of your visits are individually detailed (see Figure 2, below).

If you currently have an outstanding balance, you will receive the old version of the statement until your balance is paid in full. Afterward, your new statements will arrive in the new billing format.

In addition to the new statement, UTMB Health is also pleased to now offer a single point of customer service to our patients, so that we may answer all of your billing questions with one phone number, instead of requiring separate phone calls to different billing offices for hospital/clinic fees and health care provider charges.
We sincerely thank you for choosing UTMB Health as your health care provider. You may contact our Customer Service Office at (800) 435-1871 or (409) 747-1099.

 

Payment Options

If you are a self-pay patient or have a financial obligation to UTMB Health after your insurance has fulfilled its financial responsibility, you will be expected to pay the balance due. You will receive a monthly Patient Statement showing the amount owed for each visit.

If you cannot pay your patient balance in full, it may be possible to establish a payment plan. The term and payment amount is determined by the amount owed. Our Customer Service Account Specialist can assist you in establishing a payment plan.

Online pay may be made by electronic check or credit card (Visa, Mastercard, Discover or American Express) at http://www.utmbhealth.com/oth/Page.asp?PageID=OTH000042

To contact a Customer Service Account Specialist please call:409-747-1099 or 800-435-1871

Financial Assistance

If the cost of your care is beyond your financial means and you are a Texas resident, you may request an Application for Financial Assistance by visiting our Financial Counseling website at http://www.utmb.edu/financialcounseling

For additional hospital billing questions please contact one of our Customer Service Account Specialists at:409-747-1099 or 800-435-1871

 

Frequently Asked Questions

Below is a list of frequently asked questions to help you understand your billing statement.

 
Will UTMB Health accept monthly payments on my account?

If you are a self-pay patient or have a financial obligation to UTMB Health after your insurance has fulfilled its financial responsibility, you will be expected to pay the balance due. You will receive a monthly statement showing the amount owed for each visit.

If you cannot pay your patient balance in full, it may be possible to establish a payment plan. The term and payment amount is determined by the amount owed. Our Customer Service Account Specialist can assist you in establishing a payment plan.

To contact a Customer Service Account Specialist please call: (409) 747-1099 or 800-435-1871

Will UTMB Health send my bill to my insurance company?

Yes. UTMB Health will file claims on all accounts in which there is complete insurance information (insurance name, address, policy number, group number etc.) on file.

Remember to provide your insurance information when you schedule your appointments and at the time of your visit.

How long will it take my insurance company to pay my account?

On average, an insurance company will process a claim within 60 days. Our billing office will follow up with the insurance company to expedite the resolution of the claim. At times you may need to contact the insurance company to assist in the process. In the event your insurance company fails to pay the claim after (60) days, it may be necessary for us to ask you to pay your hospital bill. Please remember that the patient or guarantor, not the insurance company, is responsible for the settlement of the account.

How can I find out if my insurance company has paid or how much they paid?

Once your insurance company has processed your claim you should receive an Explanation of Benefits (EOB) from them. The EOB will provide you with the amount they paid and any portion of the claim that is your responsibility. To verify if our office has received the payment from the insurance company, you may contact one of our Customer Service Account Specialist at (409) 747-1099 or 800-435-1871

Why did my insurance company only pay a portion of my bill?

Most insurance company plans require that you pay a co-payment, coinsurance and/or a deductible for your healthcare expenses. Your bill may also include charges that are your responsibility, such as non covered items or out of pocket expenses. Please refer to your benefits plan or contact your insurance company for more detailed information about your insurance coverage.

How do I update the insurance information UTMB Health has on file for me?

Our Customer Service Account Specialist can assist you in updating your insurance information.

To contact a Customer Service Account Specialist please call: (409) 747-1099 or 800-435-1871

How can I get an itemized statement on my account?

UTMB Health will mail you a monthly statement on each account in which you owe a balance. If you would like to receive a more detailed list of your charges you may request an itemized statement of charges on your account.

Our Customer Service Account Specialist can assist you in obtaining an itemized statement. To contact a Customer Service Account Specialist please call: (409) 747-1099 or 800-435-1871

How can I change the mailing address on my account?

Our Customer Service Account Specialist can assist you in updating the mailing address on your account.

To contact a Customer Service Account Specialist please call: (409) 747-1099 or 800-435-1871

I paid at the time of my visit, why am I getting a bill?

In most cases, if you have insurance, UTMB Health will collect a co-pay at the time of your visit. Depending on your insurance, you may also be responsible for any co-insurance, deductible or separate co-pays for certain ancillary charges applied by your insurance company.

If you do not have insurance, UTMB Health will collect a deposit at the time of your visit. This deposit may not cover the entire cost of the visit. Once all charges are determined, you will receive a statement for any balance remaining.

How can I meet with someone in person to go over my UTMB Health bills?

Customer Service Account Specialists are available to meet with patients during our normal business hours of Monday through Friday, 9:00am to 4:00pm. Our office is located at:


Shearn Moody Plaza Building
123 Rosenberg 2nd Floor
Galveston, Texas 77550

What if there is an error on my bill?

If you believe that your bill is incorrect, please contact one of our Customer Service Account Specialists. To contact a Customer Service Account Specialist please call: (409) 747-1099 or 800-435-1871

Patient Rights and Responsibilities
A handbook for our patients and their families

 

Michelle's Team

Glenda's Team

Faith's Team

Patient Accounts

Patient Accounts Department

Patience and fortitude conquer all things.
~Ralph Waldo Emerson

Our Patient Accounts Team The Revenue Cycle Patient Accounts team is charged with processing all payrolls, distributing intradepartmental funds, posting cash, verification of clinic payment and working with the patient through customer service. Patricia Ojeda's Customer Service team has the most interaction with patients post-care while James Bacon's group completes the financial follow through of reimbursement. This team has the responsibility of prioritizing patient wellbeing beyond the scope of medical care, while sustaining success for all of UTMB.

Coming soon...

Patricia's Team

James' Team

Solutions

Solutions Department Director
Ejay Birkmeyer

Try not. Do or do not. There is no try.
~George Lucas

 

 

Our Solutions Team , or “our engine” as they are often referred to in RCO, reaches every department within this organization in their contribution to process enhancement and innovation. With the direction of Ejay Birkmeyer, the Solutions team is persistent in recognizing opportunities to leverage technology to increase the efforts of each team. Through Kara Campbell's keen proficiency in analytics and system application and Cindy Barrs' attentive operational guidence, these teams implement well rounded system functions throughout the department. With meticulous and methodical commitment, this team assists RCO by building a smarter way to work better.

Ejay's Team

Kara's Team

Cindy's Team