Revenue Cycle Representative (Patient Billing Services) - Self-Pay, Analytics, Revenue Cycle Counseling (SPARC) - Patient Financial Services
University of Iowa

Job Summary:

The University of Iowa Hospitals and Clinics department of Patient Financial Services is seeking a Revenue Cycle Representative (RCR) for an entry-level customer service and financial related position in the healthcare industry. The RCR in the Self-Pay, Analytics, Revenue Cycle Counseling (SPARC) division will provide a consistent, efficient, and high-level quality customer service for patients via phone and face-to-face.

Patient Billing Services (PBS) RCR's provide exceptional customer service to our external customers: patients, insurance contacts, etc; as well as internal customers. You will support UIHC'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 PBS RCR will work in a fast paced, high pressure and high-volume incoming call environment, outbound call environment, and face-to-face environment when financially counseling patients related to patient billing. RCR's will financially counsel patients as it applies to their healthcare accounts, provide patient estimates, collect appropriate self-pay balances, establish payment arrangements, and counsel patients on financial assistance. Resolve customer, staff, and public inquiries, and take appropriate follow-up action. Provide consistent and comprehensive information in writing, and verbally to patients, outside agencies and various administrative and management personnel regarding all third parties, patient billing and financial counseling activities. The PBS RCR must have the ability to exhibit compassion and empathy when working directly with patients and/or their families. In addition, this person must have an ability to prioritize and coordinate inquiries and concerns of patients, staff, administration and public in a diverse professional and patient population.

This position is primarily a combination of remote and onsite (hybrid) work locations. Remote work must be performed at an offsite location within the State of Iowa. Training will be held either on ONSITE at the HSSB building or via zoom, with location and length of training determined by the supervisor. Remote eligibility will be evaluated upon a satisfactory job training opportunity. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location.

Position Responsibilities:

• Analyze and verify patient demographic, insurance eligibility and financial information/responsibility for accurate claim submission and reimbursement.
  
• Resolve patient billing account concerns in order to obtain appropriate reimbursement and patient satisfaction in partnership with PFS management, UIHC Patient Representatives and UIHC Clinical Teams.
  
• Provide financial counseling to patients and families to ensure they are advised of their financial obligations, with appropriate financial arrangements made according to the hospital's financial policy.
  
• Initiate action regarding the management and adjudication of patient account billing and all other customer concerns and inquiries.
  
• Document, correct and assure the accurate information is in the patient billing system.
  
• Take payments, establish payment arrangements, counsel, and coordinate available financial assistance with patient as necessary.
  
• Verify eligibility of benefits, patient liability and non-covered exceptions; confirm all steps necessary have been taken to adjudicate claims and billing while providing outstanding customer service.
  
• Resolves statement edits to ensure correct and timely billing occurs.
  
• Contacts appropriate third-party payers in order to verify eligibility of benefits, patient liability, non-covered exceptions.
  
• Be expected to maintain a high-level of accuracy to meet productivity and quality requirements.
  
• Communicate with providers, payers, patients, internal departments, co-workers, and Coordinator's to resolve issues.
  
• Maintain extensive knowledge and expertise based around payer regulations/policies, financial classifications, and financial assistance programs.
  
• Build and maintain solid working relationships with clinical staff, referral sources, insurance companies, medical providers and public.

Education Requirement:

• Bachelor's degree or equivalent combination of education and relevant experience.

Required Qualifications:

• 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.

Desired Qualifications & Experience:

• Demonstrated ability to maintain or improve established productivity and quality requirements.
• Familiarity with medical terminology.
• 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.
• Experience identifying opportunities for improvement and making recommendations and suggestions.
  
• Experience with multiple technology platforms such as Epic, Cirius ACD, and/or GE.
  
• 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.
  
• Bi-lingual skills in a foreign language (Spanish and/or French highly preferred).

Application Process: In order to be considered for an interview, applicants must upload the following documents and mark them as a "Relevant File" for the submission:

• Resume
• (optional) Cover Letter

Job openings are posted for a minimum of 14 calendar days and may be removed from posting and filled any time after the original posting period has ended. Applications will be accepted until 11:59 PM on the date of closing.

Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification. Up to 5 professional references will be requested at a later step in the recruitment process.

Successful candidates will require a work arrangement form to be completed upon the start of your employment. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location.

For additional questions, please contact Zachary Schmidt at zachary-e-schmidt@uiowa.edu.

Applicant Resource Center -

Need help submitting an application or accepting an offer? Support is available!

Our Applicant Resource Center is now open in the Fountain Lobby at the Main Hospital.

Hours:

Tuesdays & Thursdays 2:00pm - 4:00pm

Or by appointment - Contact TAHealthCareSupport@healthcare.uiowa.edu to schedule a time to visit.

Additional Information

• Classification Title: Revenue Cycle Representative
• Appointment Type: Professional and Scientific
• Schedule: Full-time
• Work Modality Options: Hybrid within Iowa

Compensation

• Pay Level: 2B

Contact Information

• Organization: Healthcare
• Contact Name: Zachary Schmidt
• Contact Email: zachary-e-schmidt@uiowa.edu

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