Revenue Cycle Representative (Patient Billing Services) - Self-Pay, Analytics, Revenue Cycle Counseling (SPARC) - Patient Financial Services

UIOWA•Iowa City, IA

20d•Hybrid

About The Position

The University of Iowa Health Care department of Patient Financial Services is seeking a Revenue Cycle Representative (RCR) for an entry-level customer service and financial related position in the healthcare industry. The RCR in the Self-Pay, Analytics, Revenue Cycle Counseling (SPARC) division will provide a consistent, efficient, and high-level quality customer service for patients via phone and face-to-face. Patient Billing Services (PBS) RCR’s provide exceptional customer service to our external customers: patients, insurance contacts, etc; as well as internal customers. You will support UI Health Care’s “Service Excellence” standards to all our customer groups, utilize tools and processes to make independent decisions and will maintain integrity and treat internal and external customers respectfully. The PBS RCR will work in a fast paced, high pressure and high-volume incoming call environment, outbound call environment, and face-to-face environment when financially counseling patients related to patient billing. RCR’s will financially counsel patients as it applies to their healthcare accounts, provide patient estimates, collect appropriate self-pay balances, establish payment arrangements, and counsel patients on financial assistance. Resolve customer, staff, and public inquiries, and take appropriate follow-up action. Provide consistent and comprehensive information in writing, and verbally to patients, outside agencies and various administrative and management personnel regarding all third parties, patient billing and financial counseling activities. The PBS RCR must have the ability to exhibit compassion and empathy when working directly with patients and/or their families. In addition, this person must have an ability to prioritize and coordinate inquiries and concerns of patients, staff, administration and public in a varied professional and patient population. This position is primarily a combination of remote and onsite (hybrid) work locations. Remote work must be performed at an offsite location within the State of Iowa . Training will be held ONSITE at the HSSB building at a length determined by the supervisor. Remote eligibility will be evaluated upon a satisfactory job training opportunity. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location . WE CARE Core Values: Welcoming - We have an environment where everyone has a voice that is heard; that promotes the dignity of our patients, trainees, and employees; and allows all to thrive in their health, work, research, and education. Excellence - We achieve and deliver our personal and collective best in the pursuit of quality and accessible health care, education, and research. Collaboration - We collaborate with health care systems, providers, and communities across Iowa and the region as well as within our UI community. We believe teamwork—guided by compassion—is the best way to work. Accountability - We behave ethically, act with fairness and integrity, take responsibility for our own actions, and respond when errors in behavior or judgment occur. Respect - We create an environment where every individual feels safe, valued, and respected, supporting the well-being and success of all members of our community. Empowerment - We commit to fair access to research, health care, and education for our community and opportunities for personal and professional growth for our staff and learners.

Requirements

Bachelor’s degree or equivalent combination of education and relevant experience.
6 months or more of related customer service experience in a professional, financial or health care related environment.
Strong attention to detail and proven ability to gather and analyze data and keep accurate records.
Proficiency with computer software applications, i.e. Microsoft Office Suite (Excel, Word, Outlook, PowerPoint) or comparable programs and an ability to quickly learn and apply new systems knowledge.
Demonstrated ability to handle complex and ambiguous situations with minimal supervision.
Self-motivated with initiative to seek out additional responsibilities, tasks, and projects.
Effective communication skills (written and verbal), active listening skills and the ability to maintain professionalism while handling difficult situations with callers or customers.
Successful history collaborating in a fast-paced team environment.

Nice To Haves

Demonstrated ability to maintain or improve established productivity and quality requirements.
Familiarity with medical terminology.
Knowledge of Health Insurance Portability and Accountability Act (HIPAA) laws.
Knowledge of healthcare billing (healthcare revenue cycle); insurance, and/or federal and state assistance programs
Experience identifying opportunities for improvement and making recommendations and suggestions.
Experience with multiple technology platforms such as Epic, Cirius ACD, and/or GE.
Ability to drive results and foster accountability throughout the team and organization.
Maintain current awareness of industry trends and continually strive for improvement with both technical and professional skills.
Bi-lingual skills in a foreign language (Spanish and/or French highly preferred).

Responsibilities

Analyze and verify patient demographic, insurance eligibility and financial information/responsibility for accurate claim submission and reimbursement.
Resolve patient billing account concerns in order to obtain appropriate reimbursement and patient satisfaction in partnership with PFS management, UI Health Care Patient Representatives and UI Health Care Clinical Teams.
Provide financial counseling to patients and families to ensure they are advised of their financial obligations, with appropriate financial arrangements made according to the hospital’s financial policy.
Initiate action regarding the management and adjudication of patient account billing and all other customer concerns and inquiries.
Document, correct and assure the accurate information is in the patient billing system.
Take payments, establish payment arrangements, counsel, and coordinate available financial assistance with patient as necessary.
Verify eligibility of benefits, patient liability and non-covered exceptions; confirm all steps necessary have been taken to adjudicate claims and billing while providing outstanding customer service.
Resolves statement edits to ensure correct and timely billing occurs.
Contacts appropriate third-party payers in order to verify eligibility of benefits, patient liability, non-covered exceptions.
Be expected to maintain a high-level of accuracy to meet productivity and quality requirements.
Communicate with providers, payers, patients, internal departments, co-workers, and Coordinator’s to resolve issues.
Maintain extensive knowledge and expertise based around payer regulations/policies, financial classifications, and financial assistance programs.
Build and maintain solid working relationships with clinical staff, referral sources, insurance companies, medical providers and public.