Revenue Cycle Representative - Emergency Department (ED) - Medical Center Downtown (MCD) - Patient Access Management (PAM) - PFS

University of Iowa•Iowa City, IA

3d•Onsite

About The Position

The University of Iowa Health Care Department of Patient Financial Services is hiring an entry-level customer service Revenue Cycle Representative (RCR) for the Patient Access Management (PAM) Medical Center Downtown Emergency Department team. The RCR provides customer service to patients, insurance contacts, and internal customers while supporting UI Health Care’s service standards. The role involves incoming and outgoing calls and web-based applications in a high-volume environment. It requires prioritizing tasks, multitasking, changing focus quickly, and providing accurate information verbally and in writing to patients, outside agencies, and administrative and management personnel about third-party interactions, patient billing, and customer service. The RCR is expected to interact compassionately and empathetically with patients and families and to make independent decisions with integrity and respect. This position is 100% onsite at the Medical Center Downtown in Iowa City. The schedule is Friday through Sunday, 0700–1900, and includes an on-call schedule of at least 1–2 days per month and 3–4 holidays per year. The role includes an additional 5% of base salary for high volume and a stated weekend differential of $1,890, prorated for the 90% position. The department provides a workstation with three monitors, a laptop and power cord, docking station and power cord, keyboard, mouse, and headset. Desk supplies are available in the supply closet. Applicants must submit a resume marked as a “Relevant File”; a cover letter is optional. Successful candidates must disclose conviction history and undergo a criminal background check and credential and education verification. Up to five professional references may be requested later in the recruitment process.

Requirements

Bachelor’s degree or an equivalent combination of education and relevant experience.
Related customer service experience, typically six months or more, in a professional, financial, health care, or medical-related environment.
Strong attention to detail and demonstrated ability to gather and analyze data and maintain accurate records.
Proficiency with computer software applications such as Microsoft Office Suite (Excel, Word, Outlook, and PowerPoint) or comparable programs, and 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 additional responsibilities, tasks, and projects.
Ability to prioritize, multitask, and quickly change focus in a fast-paced team environment.
Ability to provide accurate and comprehensive information verbally and in writing, and to show compassion and empathy when working with patients and families.

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.
Knowledge of HIPAA laws.
Knowledge of healthcare billing or the healthcare revenue cycle, insurance, and/or federal and state assistance programs.
Experience identifying opportunities for improvement and making recommendations or suggestions.
Working experience with multiple technology platforms such as Epic, Cirius, ACD, and/or GE.

Responsibilities

Analyze and verify patient demographic, insurance eligibility, and financial information and responsibility to support accurate claim submission and reimbursement.
Communicate with providers, payers, patients, internal departments, coworkers, and leadership to resolve issues.
Complete registrations on inpatient floors using workstations on wheels (WOW).
Work with the court system to provide time-sensitive documents, meet deadlines, and ensure UI Health Care compliance.
Maintain accuracy in order to meet productivity and quality requirements.
Identify trends and work processes that may offer opportunities for improvement.
Review and analyze report data and provide status updates to leadership.
Maintain working knowledge of payer regulations and policies, financial classifications, and financial assistance programs.
Build and maintain working relationships with interdepartmental and clinical staff, referral sources, insurance companies, medical providers, and the public.
Assist other Patient Access Management areas with departmental needs and cross coverage.
Perform other duties as assigned.