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

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 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 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 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:

• 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.

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.