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

University of Iowa•Iowa City, IA

5d•Onsite

About The Position

University of Iowa Health Care’s Patient Financial Services department is seeking an entry-level Revenue Cycle Representative to work in the Emergency Department. The role provides a unique opportunity to work directly with patients and their families in a fast-paced, 24/7 team environment. Representatives work across multiple stations during their shifts, including ED check-in and check-out, registration completion on workstations on wheels, and clinical pod areas. The position is listed as 90% FTE and 100% onsite at the Medical Center on the University Campus in Iowa City. The representative provides customer service to patients, families, insurance contacts, and internal clinical staff. The role uses established tools and processes to make independent decisions while maintaining integrity and respecting patients’ privacy, dignity, and confidentiality. Frequent movement, including walking and standing, is required for approximately 66% of the time. The schedule is Monday through Wednesday, 1900–0700. The position includes an on-call schedule of at least 1–2 days per month and requires working 3–4 holidays per year. The department provides a workstation with three monitors, a laptop and related power cords, a docking station, keyboard, mouse, headset, and desk supplies. Compensation includes an additional 5% of base salary for high volume and a $2,970 prorated overnight differential while in this role.

Requirements

Bachelor’s degree or an equivalent combination of education and experience.
At least 6 months of related customer-service experience in a professional, financial, or health-care-related environment.
Strong attention to detail and demonstrated ability to gather and analyze data and maintain accurate records.
Proficiency with computer software such as Microsoft Office Suite (Excel, Word, Outlook, and PowerPoint) or comparable programs, and ability to quickly learn and apply knowledge of new systems.
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 situations with callers or customers.
Successful history of collaborating in a fast-paced team environment.
Ability to follow policies and procedures and escalate issues as needed.

Nice To Haves

Demonstrated ability to maintain or improve established productivity and quality requirements.
Knowledge of HIPAA laws.
Knowledge of health-care billing or the health-care revenue cycle, insurance, and/or federal and state assistance programs.
Familiarity with medical terminology.
Experience identifying improvement opportunities and making recommendations or suggestions.
Experience with multiple 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 family members and direct them to appropriate areas in a timely manner.
Verify insurance benefits and ensure insurance information entered into the billing system is accurate and complete.
Determine insurance company and financial status classification, enter information accurately, and meet productivity and quality requirements.
Confirm applicable co-pay amounts, collect payments, and follow safe cash-handling procedures so batches reconcile at the end of the shift.
Determine work priorities and collaborate with clinical staff to process 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 accurately and comply with regulations.
Identify referral and prior-authorization requirements.
Contact appropriate internal resources to coordinate financial-assistance activity as needed.
Assist clinical departments with inquiries about patient accounts.
Answer multiple incoming telephone lines and direct calls to appropriate parties.
Determine which forms and patient signatures are required and facilitate obtaining signatures, including HIPAA consent.