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 (RCR) to work in the Emergency Department at the Medical Center on the University Campus. The position works directly with patients and their families in a fast-paced, 24/7 team environment. RCRs rotate among workstations during their shift, including ED check-in, ED check-out, registration completion on workstations on wheels (WOW), and clinical POD areas. The role requires exceptional attention to detail, the ability to prioritize and multitask, and the ability to change focus quickly. Frequent movement, including walking and standing, is required for approximately 66% of the time. The RCR provides customer service to patients, families, insurance contacts, and internal clinical staff. The position supports the organization’s Service Excellence standards, uses tools and processes to make independent decisions, and treats customers respectfully while protecting patient privacy, dignity, and confidentiality. The role is listed at 90% FTE and 100% onsite, with a rotating schedule of three 12-hour shifts per week. Shift start times are 7:00 a.m., 12:00 p.m., or 7:00 p.m. The position also has an on-call schedule of 1–2 days per month and requires working 3–4 holidays per year. The department provides a workstation with three monitors, a laptop and power cord, a docking station and power cord, keyboard, mouse, headset, and access to desk supplies. Compensation includes an additional 5% added to base salary for high volume and a $4,860 differential for applicable prorated (90%) overnight and weekend work while in the 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 healthcare-related environment.
Strong attention to detail and demonstrated ability to gather and analyze data and maintain accurate records.
Proficiency with Microsoft Office Suite or comparable software, and ability to learn and apply new systems knowledge quickly.
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 professionalism 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 healthcare billing or the healthcare 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 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 improves technical and professional skills.

Responsibilities

Respond to patient, visitor, and family requests 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, and enter information accurately and completely in the billing system while meeting productivity and quality requirements.
Confirm and collect applicable patient co-pays, using safe cash-handling procedures and reconciling batches at the end of the shift.
Prioritize work and collaborate with clinical staff to process paperwork, lab requests, and patient requests.
Prioritize patient visits according to admission status, total stay time, and protocols.
Complete Medicare Secondary Payer questionnaires to identify the primary payer for accurate claims and regulatory compliance.
Identify referral and prior-authorization requirements.
Contact 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.