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

University of Iowa•Iowa City, IA

1d•Onsite

About The Position

University of Iowa Health Care’s Patient Financial Services department is hiring an entry-level Revenue Cycle Representative for Urgent Admissions. This customer service and financial role serves external customers—including patients, patient families, and insurance contacts—as well as internal customers. The representative uses established tools and processes, exercises sound independent judgment, and upholds high standards of integrity. The position requires prioritizing and multitasking in a fast-paced team environment, adapting quickly to changing priorities, and communicating accurate, comprehensive information verbally and in writing. Compassion and empathy are important when working with patients and their families. The role analyzes and verifies patient demographic, insurance eligibility, and financial responsibility information to support accurate claims and reimbursement. It also helps patients understand their accounts and connect with potential funding sources, coordinates managed-care requirements, investigates reimbursement issues, and works with internal and external stakeholders to resolve problems. The representative maintains knowledge of payer policies, financial classifications, and assistance programs, and supports reporting, quality, productivity, and process-improvement efforts. This is a fully on-site position in Iowa City, with work assignments potentially spanning two locations. The schedule is Sunday through Thursday, 9 a.m. to 6 p.m., with an on-call schedule one to two days per month and three to four holidays per year. The department provides a workstation with three monitors, a laptop and associated power and docking equipment, keyboard, mouse, headset, and desk supplies.

Requirements

Bachelor’s degree or an equivalent combination of education and relevant experience.
At least 6 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 the ability to remain professional when handling difficult customer situations.
A successful history of 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 HIPAA laws.
Basic knowledge of healthcare billing and the revenue cycle, insurance, and/or federal and state assistance programs.
Experience identifying improvement opportunities and making recommendations or suggestions.
Working experience with multiple technology platforms such as Epic, Cirius, ACD, and/or GE.
Ability to drive results and foster accountability throughout a team and organization.
Current awareness of industry trends and commitment to improving technical and professional skills.

Responsibilities

Analyze and verify patient demographic, insurance eligibility, and financial responsibility information to support accurate claim submission and reimbursement.
Review accounts and initiate pre-certification, pre-authorization, referral forms, and other managed-care requirements; route requests to appropriate departments as needed.
Advise patients and family members about healthcare accounts and connect patients with funding sources, including Medicaid, the Healthcare Marketplace, payment plans, and uncompensated care.
Identify and report reimbursement trends, modeling errors, causes of incorrect payments, and allowed variances from third-party payers.
Maintain accuracy while meeting 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.
Communicate with providers, payers, patients, internal departments, coworkers, and coordinators to resolve issues.
Work with the court system to provide time-sensitive documents, meet deadlines, and ensure UI Health Care compliance.
Maintain working knowledge of payer regulations and policies, financial classifications, and financial assistance programs.
Build and maintain working relationships with clinical staff, referral sources, insurance companies, medical providers, and the public.