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

UIOWA•Iowa City, IA

5d•Onsite

About The Position

Iowa Health Care department of Patient Financial Services is seeking a Revenue Cycle Representative (RCR) in an entry-level customer service position in the healthcare industry. The Patient Access Management (PAM) Division RCRs for the Medical Center Downtown (MCD) Registration team will provide exceptional customer service to our external customers: patients, insurance contacts, etc. and internal customers. You will support UI Health Care's “Service Excellence” standards to all our customer groups, utilize tools and processes to make independent decisions and will maintain integrity and treat internal and external customers respectfully. 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 a fast-paced team environment. You will be expected to provide accurate and comprehensive information (verbally and/or in writing) to patients, outside agencies and various administrative and management personnel regarding all third-party interactions, patient billing and customer service activities. The PAM RCR must be able to show compassion and empathy when working directly with patients and/or their families. 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 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

Bachelor’s degree or equivalent combination of education and relevant experience.
Related customer service experience (typically 6 months or more) in a professional, financial, health care or medical 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.

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 Health Insurance Portability and Accountability Act (HIPAA) laws.
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.

Responsibilities

Analyze and verify patient demographic, insurance eligibility and financial information/responsibility for accurate claim submission and reimbursement.
Communicate with providers, payers, patients, internal departments, co-workers, and Leadership to resolve issues.
Going inpatient floors for registration completion on WOW (workstations on wheels).
Work with court system to provide time sensitive documents and ensure that deadline dates are met and that UI Health Care is in compliance.
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.
Maintain extensive working knowledge and expertise based around payer regulations/policies, financial classifications and financial assistance programs.
Build and maintain solid working relationships with interdepartmental and clinical staff, referral sources, insurance companies, medical providers, and the public.
Assist other Patient Access Management (PAM) areas with departmental needs and cross coverage.
Other duties as assigned.