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The University of Iowa Hospitals and Clinics department of Patient Financial Services is seeking a Revenue Cycle Representative (RCR) in an entry-level customer service position in the healthcare industry. The Patient Access Management (PAM) Division RCRs for the Medical Center Downtown (MCD) Registration team will provide exceptional customer service to our external customers: patients, insurance contacts, etc. and 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 RCR will work in a high-volume phone and web-based application environment and be part of an incoming and outbound call environment. You must have a demonstrated ability to prioritize, multi-task & quickly change focus in a fast-paced team environment. You will be expected to provide accurate and comprehensive information (verbally and/or in writing) to patients, outside agencies and various administrative and management personnel regarding all third-party interactions, patient billing and customer service activities. The PAM RCR must be able to show compassion and empathy when working directly with patients and/or their families.
University of Iowa Hospitals & Clinics-recognized as one of the best hospitals in the United States-is Iowa's only comprehensive academic medical center and a regional referral center. Each day more than 12,000 employees, students, and volunteers work together to provide safe, quality health care and excellent service for our patients. Simply stated, our mission is: Changing Medicine. Changing Lives.®
WE CARE Core Values:
- Welcoming - We strive for 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 teamwork-guided by compassion-is 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 inclusive 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.
- Analyze and verify patient demographic, insurance eligibility and financial information/responsibility for accurate claim submission and reimbursement.
- Communicate with providers, payers, patients, internal departments, co-workers, and Leadership to resolve issues.
- Going inpatient floors for registration completion on WOW (workstations on wheels)
- Work with court system to provide time sensitive documents and ensure that deadline dates are met and that UIHC is in compliance.
- Be expected to maintain a high-level of accuracy to meet productivity and quality requirements.
- Identify trends and/or work processes for potential process improvements.
- Review and analyze report data to provide status updates to leadership.
- Maintain extensive working knowledge and expertise based around payer regulations/policies, financial classifications and financial assistance programs. Build and maintain solid working relationships with interdepartmental and clinical staff, referral sources, insurance companies, medical providers, and the public.
- Assist other Patient Access Management (PAM) areas with departmental needs and cross coverage.
- Other duties as assigned.
Department: Patient Financial Services
Percent of Time: 90% onsite
Location: Medical Center North Liberty, 701 Forevergreen Road, North Liberty, IA 52317.
An additional 5% added to base salary for high volume and the $4,860.00 evening/weekend differential compensation while in this role.
Schedule: Rotator position
- Flexible schedule that will include a rotating schedule for a 24/7 schedule.
- 36-hour work week
- 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.
Education Required:
- Bachelor's degree or equivalent combination of education and relevant experience.
- Related customer service experience (typically 6 months or more) in a professional, financial, health care or medical 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.
- 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 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.
- Working experience with multiple technology platforms such as Epic, Cirius, ACD, and/or GE.
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
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.
For additional questions, please contact Veronica Clark at Write to the company
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:
- Monday 10:00 am - 4:00 pm
- Tuesday 10:00 am - 4:00 pm
- Wednesday 10:00 am - 4:00 pm
- Thursday 10:00 am - 4:00 pm
- Friday 10:00 am - 4:00 pm
- Or by appointment - Contact Write to the company to schedule a time to visit.
- Visit the website for more information: Application Resource Center | University of Iowa Health Care
Additional Information
- Classification Title: Revenue Cycle Representative
- Appointment Type: Professional and Scientific
- Schedule: Full-time
- Work Modality Options: On Campus
- Pay Level: 2B
- Organization: Healthcare
- Contact Name: Veronica Clark
- Contact Email: Write to the company
The University of Iowa is an equal opportunity/affirmative action employer. All qualified applicants are encouraged to apply and will receive consideration for employment free from discrimination on the basis of race, creed, color, religion, national origin, age, sex, pregnancy (including childbirth and related conditions), disability, genetic information, status as a U.S. veteran, service in the U.S. military, sexual orientation, gender identity, or associational preferences.
