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

UIOWA•Iowa City, IA

5d•Hybrid

About The Position

University of Iowa Health Care department Patient Financial Services is seeking a Revenue Cycle Representative (RCR) for an entry-level Urgent Admissions Specialist who will be expected to provide exceptional customer service to our external customers: patients, patient families, insurance contacts, etc; as well as internal customers. You will support UI Health Care's “Service Excellence” standards to all of our customer groups by demonstrating compassion, empathy, and respecting patient rights. You will utilize tools and processes to make independent decisions and will maintain integrity and The Urgent Admissions Specialist must have a demonstrated ability to prioritize, multi-task & quickly change focus in fast-paced team environment. You will be expected to provide accurate and comprehensive information (verbally and in writing) to patients, outside agencies and various administrative and management personnel regarding all third-party interactions, patient billing and customer service activities. The Admissions Specialist 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 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

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

Experience maintaining professionalism while handling difficult situations with callers or customers.
Demonstrated ability to maintain or improve established productivity and quality requirements.
Familiarity with medical terminology.
Basic knowledge of Health Insurance Portability and Accountability Act (HIPAA) laws.
Basic 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.
Working 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.

Responsibilities

Analyze and verify patient demographic, insurance eligibility and financial information/responsibility for accurate claim submission and reimbursement.
Review accounts and initiate pre-certification, pre-authorization, referral forms and other requirements related to managed care; route to appropriate departments as needed.
Advise patients and/or family members about their healthcare accounts and link patients to the available funding sources such as: Medicaid, Healthcare Marketplace, Payment Plans and Uncompensated Care.
Identify & report undesirable trends and reimbursement modeling errors or underlying causes of incorrect payment; review allowed variances from third party payers.
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.
Work with court system to provide time sensitive documents and ensure that deadline dates are met and that UI Health Care is in compliance.
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.