About The Position
The University of Iowa Health Care department of Patient Financial Services is hiring an entry-level customer service professional for the Patient Access Management Division’s Medical Center Downtown Emergency Department team. The Revenue Cycle Representative provides service to patients, insurance contacts, internal departments, and other customers in a high-volume environment using phone and web-based applications. The role includes incoming and outbound calls and requires sound independent judgment, empathy, integrity, accuracy, and the ability to prioritize and adapt quickly in a fast-paced team setting. The representative provides accurate information to patients, outside agencies, and administrative and management personnel regarding third-party interactions, patient billing, and customer service. The position is 100% onsite at Medical Center Downtown in Iowa City. The regular schedule is Friday through Sunday, 0700–1900, with an on-call schedule of at least 1–2 days per month and 3–4 holidays per year. The role includes an additional 5% of base salary for high volume and an applicable prorated weekend differential of $1,890. The department provides an onsite 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.
Requirements
- Bachelor’s degree or an equivalent combination of education and relevant experience.
- Related customer service experience, typically six months or more, in a professional, financial, health care, or medical-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 new systems knowledge.
- Demonstrated ability to handle complex and ambiguous situations with minimal supervision.
- Self-motivation and initiative to seek out additional responsibilities, tasks, and projects.
- Ability to prioritize, multitask, and quickly change focus in a fast-paced team environment.
- Ability to communicate accurate and comprehensive information verbally and in writing.
- Ability to demonstrate compassion and empathy when working directly with patients and families.
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 HIPAA laws.
- Knowledge of healthcare billing and the healthcare revenue cycle, insurance, and/or federal and state assistance programs.
- Experience identifying opportunities for improvement and making recommendations or 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 and responsibility to support accurate claim submission and reimbursement.
- Communicate with providers, payers, patients, internal departments, co-workers, and leadership to resolve issues.
- Complete registrations on inpatient floors using workstations on wheels.
- Work with the court system to provide time-sensitive documents, meet deadlines, and ensure compliance.
- Maintain a high level of accuracy to meet productivity and quality requirements.
- Identify trends and work processes that may benefit from improvement.
- Review and analyze report data and provide status updates to leadership.
- Maintain working knowledge of payer regulations and policies, financial classifications, and financial assistance programs.
- Build and maintain working relationships with interdepartmental and clinical staff, referral sources, insurance companies, medical providers, and the public.
- Assist other Patient Access Management areas with departmental needs and cross-coverage.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
