Revenue Cycle Representative - Emergency Department (ED) - Medical Center North Liberty (MCNL) - Patient Access Management (PAM) - PFS

UIOWA•Iowa City, IA

2d•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 at Medical Center North Liberty. The role involves direct interaction with patients and families in a fast-paced, 24/7 team environment. Representatives work across multiple stations during their shifts, including ED check-in, ED check-out, registration completion using workstations on wheels, and clinical pod areas. The work requires frequent movement, including walking and standing approximately 66% of the time. The representative provides customer service to patients, families, insurance contacts, nurses, technicians, physicians, and other UI Health Care staff. The position supports the organization’s Service Excellence standards, uses established tools and processes to make independent decisions, and treats customers respectfully while protecting patient privacy, dignity, and confidentiality. This position is 60% FTE and 100% onsite at the Medical Center North Liberty Campus. The scheduled hours are Saturday and Sunday, 0700–1900. The role also includes an on-call schedule of 3–4 days per month and work on 3–4 holidays per year. An additional 5% is added to base salary for high volume, with a $1,260 applicable prorated (60%) weekend differential while in this role. The department provides a workstation with three monitors, a laptop and power cord, docking station and power cord, keyboard, mouse, and headset; desk supplies are available in the supply closet. Applicants must upload a cover letter and mark it as a “Relevant File” to be considered for an interview; a resume is optional. Successful candidates must self-disclose conviction history and will be subject to a criminal background check and credential and education verification. Up to five professional references may be requested later in recruitment.

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 applications 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.
Ability to work the stated Saturday and Sunday schedule, participate in on-call coverage 3–4 days per month, and work 3–4 holidays per year.

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 or the healthcare revenue cycle, insurance, and/or federal and state assistance programs.
Familiarity with medical terminology.
Experience identifying opportunities for improvement and making recommendations or suggestions.
Experience with technology platforms such as GE, Cirius ACD, and/or Epic.
Ability to drive results and foster accountability throughout the team and organization.
Maintains current awareness of industry trends and continually strives to improve 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 to 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 into the billing system, and meet productivity and quality requirements.
Confirm applicable patient co-payments, collect them as appropriate, 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 for accurate claims and regulatory compliance.
Identify referral and prior authorization requirements.
Contact appropriate internal resources to coordinate financial assistance activity as needed.
Assist other clinical departments with inquiries about patient accounts.
Answer multiple incoming telephone lines and direct calls to the appropriate parties.
Determine independently which forms and patient signatures are required and facilitate obtaining signatures on forms, such as HIPAA consent forms.
Provide respectful, customer-focused service to internal and external customers while safeguarding patient rights, privacy, dignity, and confidentiality.
Work across ED check-in, ED check-out, registration completion on workstations on wheels, and clinical pod areas.