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

The University of Iowa Health Care 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) RCRs provide exceptional customer service to our external customers: patients insurance contacts etc; as well as internal customers. You will support UI Health Cares 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. RCRs 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 addition this person must have an ability to prioritize and coordinate inquiries and concerns of patients staff administration and public in a varied 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 ONSITE at the HSSB building at a length determined by the supervisor. Remote eligibility will be evaluated upon a satisfactory job training opportunity. Successful candidates must comply with requirements of the remote work program and related policies.

WE CARE Core Values:

• Welcoming - We have an environment where everyone has a voice that is heard; that promotes the dignity of our patients trainees and employees; and allows all to thrive in their health work research and education.
• Excellence - We achieve and deliver our personal and collective best in the pursuit of quality and accessible health care education and research.
• Collaboration - We collaborate with health care systems providers and communities across Iowa and the region as well as within our UI community. We believe teamworkguided by compassionis the best way to work.
• Accountability - We behave ethically act with fairness and integrity take responsibility for our own actions and respond when errors in behavior or judgment occur.
• Respect - We create an environment where every individual feels safe valued and respected supporting the well-being and success of all members of our community.
• Empowerment -We commit to fair access to research health care and education for our community and opportunities for personal and professional growth for our staff and learners.

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 UI Health Care Patient Representatives and UI Health Care 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 hospitals 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 Coordinators 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.

Classification Title: Revenue Cycle Representative (Patient Billing Services)

Department: Patient Financial Services

Pay Grade: 2B

Percent of Time: 100%

Location: Hospital Support Services Building (HSSB) located in Coralville IA

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 ONSITE at the HSSB building at a length determined by the supervisor. Remote eligibility will be evaluated upon a satisfactory job training opportunity. Successful candidates must comply with requirements of the remote work program and related policies.

Equipment:

• Onsite The department will provide a workstation which contains 3 (three) monitors laptop/power cord docking station/power cord keyboard mouse headset and desk supplies can be found in the supply closet.
• Hybrid while working onsite the department will provide a workstation which contains 3 (three) monitors a laptop/power cord docking station/power cord keyboard mouse headset and desk supplies. When working offsite the employee will take their laptop/power cord to carry back and forth a second docking station/power cord to keep offsite. Prior to working offsite the employee at their own expense will need to supply 2 (two) monitors a keyboard a mouse and provide a screen shot of the domicile internet speed (minimum 30mb download and 10mb upload) and a picture of the office setup.
• Remote - when working offsite the department will provide the employee a laptop/power cord docking station/power cord headset. Prior to working offsite the employee at their own expense will need to supply 2 (two) monitors a keyboard a mouse and provide a screen shot of the domicile internet speed (minimum 30mb download and 10mb upload) and a picture of the office setup.