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

University of Iowa•Iowa City, IA

7d•Onsite

About The Position

University of 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 on the University Campus (MCU) 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. 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 strive for 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 aim to achieve and deliver our personal and collective best in the pursuit of quality and accessible healthcare, education, and research. Collaboration - We encourage collaboration with healthcare 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 an equivalent combination of education and experience.
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.
Demonstrated ability to follow policies and procedures while escalating issues as needed.

Nice To Haves

Demonstrated ability to maintain or improve established productivity and quality requirements.
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.
Familiarity with medical terminology.
Experience identifying opportunities for improvement and making recommendations and suggestions.
Experience with multiple technology platforms such as GE, Cirius ACD, and/or Epic.
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

Respond to patient/visitors/family requests and directs to the appropriate areas in a timely manner.
Verify insurance benefits to determine if insurance will reimburse UI Health Care for services provided and ensure that insurance data entered is accurate and complete.
Determine insurance company and financial status classification; enter information accurately and completely into the Billing system and be expected to maintain a high-level of accuracy to meet productivity and quality requirements.
Confirm co-pay amount and collect from patient as appropriate for the visit and practice safe cash handling procedures to ensure batches reconcile at end of shift.
Determine priority of work and work collaboratively with clinical staff in processing of paperwork, lab requests, patient requests, etc.
Prioritize patient visits based on based on admission status and total stay time, according to protocols)
Complete Medicare Secondary payer questionnaire to correctly identify primary payer for accurate claim submission and compliance regulations. Identify and determine referral and prior authorization requirements.
Contact appropriate internal resources to coordinate financial assistance activity, as needed. Assist other clinical departments with inquiries regarding various aspects of patients’ accounts.
Answer multiple incoming telephone lines and direct to appropriate parties.
Independently determine appropriate forms and patient signatures that are required and facilitate the securing of patient signatures on forms such as: HIPAA Consent