Revenue Cycle Representative (Registration) - Patient Access Management (PAM) - Patient Financial Services (PFS)

University of Iowa • Iowa City, IA

1d • Hybrid

About The Position

University of Iowa Health Care’s department of Patient Financial Services is seeking a Registration Revenue Cycle Representative (RCR) for an entry-level customer service position in the healthcare industry. The Patient Access Management (PAM) Division RCRs provide exceptional customer service to our external customers: patients, insurance contacts, etc; as well as internal customers. You will support UIHC’s “Service Excellence” standards to all our customer groups, utilize tools and processes to make independent decisions.
The RCR will work in a high-volume phone and web-based application environment and be part of an incoming and outbound call environment. You must have a demonstrated ability to prioritize, multi-task & quickly change focus in fast-paced team environment. The PAM RCR in registration must have the ability to exhibit compassion and empathy when working directly with patients and/or their families.
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 either on ONSITE at the HSSB building or via zoom, with location and length of training 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.
University of Iowa Health Care—recognized as one of the best hospitals in the United States—is Iowa's only comprehensive academic medical center and a regional referral center. Each day more than 12,000 employees, students, and volunteers work together to provide safe, quality health care and excellent service for our patients. Simply stated, our mission is: Changing Medicine. Changing Lives.®
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 aim to achieve and deliver our personal and collective best in the pursuit of quality and accessible healthcare, education, and research.
• Collaboration - We encourage collaboration with healthcare 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.
• Customer service experience (typically 6 months or more) in a healthcare, call center, financial, retail, or other professional service environment, with a strong focus on providing clear, courteous, and respectful service.
• Ability to communicate confidently and professionally with patients, family members, and team members by phone and electronic communication.
• Strong attention to detail and the ability to accurately collect, verify, and document demographic and insurance information.
• Experience using Microsoft applications such as Outlook, Excel, Word, OneNote, and Teams to support daily work activities, along with the ability to learn new systems efficiently.
• Ability to work in a fast paced environment, manage multiple tasks, and remain organized while meeting quality and accuracy expectations.
• Demonstrated reliability, professionalism, and a commitment to protecting confidential information, including patient privacy.

Nice To Haves

• Experience working in a call center or high-volume phone environment, including handling inbound and/or outbound customer service calls.
• Experience delivering customer service in challenging or sensitive situations, such as resolving concerns or supporting customers who may be stressed or frustrated.
• Basic knowledge of medical insurance or healthcare billing.
• Experience using Epic or another electronic health record (EHR) system.
• Knowledge of or experience working under HIPAA or other confidentiality regulations.
• Demonstrated ability to meet productivity and quality goals while maintaining a positive and patient centered experience.

Responsibilities

• Analyze and verify patient demographic and insurance eligibility for accurate claim submission and reimbursement.
• Review accounts to determine the need for pre-certification, pre-authorization, referral forms and other requirements and route to appropriate departments as needed.
• Be expected to maintain a high-level of accuracy to meet productivity and quality requirements.
• Identify trends and/or work processes for potential process improvements.
• Review and analyze report data to provide status updates to leadership.
• Communicate with providers, payers, patients, internal departments, co-workers and Coordinator’s to resolve issues.
• Maintain extensive working 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees