Revenue Cycle Representative - Emergency Department (ED) - Medical Center on the University Campus (MCU) - Patient Access Management (PAM) - PFS

University of Iowa•Iowa City, IA

4d•Onsite

About The Position

University of Iowa Health Care’s Patient Financial Services department is hiring an entry-level Revenue Cycle Representative to work in the Emergency Department at the Medical Center on the University Campus. The role works directly with patients and their families and provides service to external customers, including insurance contacts, as well as internal customers such as nurses, technicians, physicians, and other staff. Representatives uphold service excellence standards, use established tools and processes to make independent decisions, and protect patient privacy, dignity, and confidentiality. This is a fast-paced, 24/7 team environment requiring attention to detail, the ability to prioritize and multitask, and readiness to shift focus. The representative may work at multiple stations during a shift, including ED check-in, ED checkout, registration completion using workstations on wheels, and clinical pod areas. The role is onsite at the Medical Center on the University Campus in Iowa City. The posted schedule is Saturday, Sunday, and Monday, 0700–1900, with an on-call schedule of at least one to two days per month and three to four holidays per year. The position is listed at 90% FTE, with an additional 5% added to base salary for high volume and a prorated overnight differential of $1,890 while in the role. The department provides a workstation with three monitors, a laptop and power cord, docking station and power cord, keyboard, mouse, headset, and access to desk supplies. Frequent movement, including walking and standing, is required for 66% of the time.

Requirements

Bachelor’s degree or an equivalent combination of education and experience.
At least six months of related customer service experience in a professional, financial, or healthcare-related environment.
Strong attention to detail and demonstrated ability to gather and analyze data and maintain accurate records.
Proficiency with Microsoft Office Suite or comparable software and ability to quickly learn and apply new systems knowledge.
Ability to handle complex and ambiguous situations with minimal supervision.
Self-motivation and initiative to seek additional responsibilities, tasks, and projects.
Effective written and verbal communication and active listening skills, with professionalism when handling difficult situations with callers or customers.
Successful history of collaboration in a fast-paced team environment.
Ability to follow policies and procedures and escalate issues as needed.

Nice To Haves

Ability to maintain or improve established productivity and quality requirements.
Knowledge of HIPAA laws.
Knowledge of healthcare billing or revenue cycle, insurance, and/or federal and state assistance programs.
Familiarity with medical terminology.
Experience identifying opportunities for improvement and making recommendations.
Experience with technology platforms such as GE, Cirius ACD, and/or Epic.
Ability to drive results and foster accountability throughout a team and organization.
Maintains awareness of industry trends and continually develops technical and professional skills.

Responsibilities

Respond to requests from patients, visitors, and families and direct them to appropriate areas in a timely manner.
Verify insurance benefits, determine whether insurance will reimburse UI Health Care for services, and ensure insurance data is accurate and complete.
Determine insurance company and financial status classification, enter information accurately in the billing system, and meet productivity and quality requirements.
Confirm and collect patient copayments when appropriate and follow safe cash-handling procedures so batches reconcile at the end of the shift.
Determine work priorities and collaborate with clinical staff on paperwork, lab requests, and patient requests.
Prioritize patient visits according to admission status and total stay time, following protocols.
Complete Medicare Secondary Payer questionnaires to identify the primary payer and support accurate claims and regulatory compliance.
Identify referral and prior-authorization requirements.
Contact internal resources to coordinate financial assistance activity as needed and assist clinical departments with patient-account inquiries.
Answer multiple incoming telephone lines and direct callers to appropriate parties.
Determine which forms and patient signatures are required and facilitate obtaining signatures, including HIPAA consent.