Revenue Cycle Representative (Insurance Integrity) - Patient Access Management (PAM) - Patient Financial Services (PFS)

University of Iowa Health Care’s department of Patient Financial Services is seeking an Insurance Integrity Revenue Cycle Representative (RCR) as an entry-level customer service and financial related position in the healthcare industry.  The Patient Access Management (PAM) Division RCRs provide exceptional customer service to our external customers: patients, insurance contacts, etc; as well as internal customers.  You will support UI Health Care’s “Service Excellence” standards to all our customer groups, utilize tools and processes to make independent decisions.  

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 fast-paced team environment.    The PAM RCR in registration must have the ability to exhibit compassion and empathy when working directly with patients and/or their families.  

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. 

University of Iowa Health Care—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 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 aim to achieve and deliver our personal and collective best in the pursuit of quality and accessible healthcare, education, and research.   
•    Collaboration - We encourage collaboration with healthcare 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 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: 

•    Verify eligibility of insurance benefits, patient liability, non-covered exceptions: confirm all steps necessary have been taken to adjudicate claims and billing to maximize reimbursement.     
•    Analyze and resolve system generated and user defined work queues to ensure clean and timely claim submission and reduce claim denials.  
•    Analyze and verify patient demographic, insurance eligibility and financial information/responsibility for accurate claim submission and reimbursement.   
•    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.   
•    Communicate with providers, payers, patients, internal departments, co-workers and Coordinator’s to resolve issues.  
•    Maintain extensive working knowledge and expertise based around payor regulations/policies, financial classifications and financial assistance programs.   


Classification Title: Revenue Cycle Representative (Insurance Integrity) 

Department: Patient Financial Services (PAM) 

Salary Range: 2B 

Schedule: Monday - Friday, 8:00am - 5:00pm

Percent of Time: 100% 

Location: Hospital Support Services Building (HSSB) 3281 Ridgeway Dr, Coralville, IA 52241 

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. 

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, in addition to the university-issued laptop, which will serve as a third monitor due to its built-in camera function, a keyboard, and a mouse. Employees will be required to provide a photo of the domicile office setup and perform an internet speed test by visiting https://www.speedtest.net/ with a minimum 30mb download and 10mb upload reflecting a University of Iowa IP address, then providing a screenshot of the speed test to HR.  The employee’s remote workstation should replicate the onsite setup as if they were working onsite at HSSB.  

•    Remote - when working offsite, the department will provide the employee a laptop/power cord, docking station/power cord, headset. Prior to working offsite and at their own expense, the employee will be required to obtain or possess 2 (two) monitors, in addition to the university-issued laptop, which will serve as a third monitor due to its built-in camera function, a keyboard, and a mouse. Employees will be required to provide a photo of the domicile office setup and perform an internet speed test by visiting https://www.speedtest.net/ with a minimum 30mb download and 10mb upload reflecting a University of Iowa IP address, then providing a screenshot of the speed test to HR.  The employee’s remote workstation should replicate the onsite setup as if they were working onsite at HSSB.