Revenue Cycle Representative (Urgent Admissions) - Patient Access Management (PAM) - Patient Financial Services (PFS)

About the role

University of Iowa Health Care’s Patient Financial Services department is seeking a Revenue Cycle Representative (Urgent Admissions Specialist) to provide exceptional customer service to external customers—patients, patient families, insurance contacts—and internal customers.

You will support UIHC’s “Service Excellence” standards by demonstrating compassion, empathy, and respecting patient rights while utilizing tools and processes to make independent decisions in a fast-paced team environment.

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 onsite at the HSSB building or via Zoom, with location and length determined by the supervisor. Remote eligibility will be evaluated upon satisfactory completion of job training.

Responsibilities

• Analyze and verify patient demographic, insurance eligibility, and financial information/responsibility for accurate claim submission and reimbursement.
• Review accounts and initiate pre-certification, pre-authorization, referral forms, and other managed care requirements; route to appropriate departments as needed.
• Advise patients and/or family members about healthcare accounts and link patients to available funding sources such as Medicaid, Healthcare Marketplace, Payment Plans, and Uncompensated Care.
• Identify and report undesirable trends, reimbursement modeling errors, or underlying causes of incorrect payment; review allowed variances from third-party payers.
• 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, coworkers, and coordinators to resolve issues.
• Work with the court system to provide time-sensitive documents and ensure deadline dates are met and UI Health Care is in compliance.
• Maintain extensive working knowledge and expertise 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 the public.

Requirements

• Bachelor’s degree or equivalent combination of education and relevant experience.
• 6 months or more of related customer service experience in a professional, financial, or healthcare-related environment.
• Strong attention to detail and proven ability to gather and analyze data and keep accurate records.
• Proficiency with computer software applications (e.g., Microsoft Office Suite or comparable programs) and 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 ability to maintain professionalism while handling difficult situations.
• Successful history collaborating in a fast-paced team environment.

Desirable Qualifications

• 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.
• Basic knowledge of Health Insurance Portability and Accountability Act (HIPAA) laws.
• Basic knowledge of healthcare billing (healthcare revenue cycle), insurance, and/or federal and state assistance programs.
• Experience identifying opportunities for improvement and making recommendations.
• Working 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.

Benefits

• This position includes an additional 5% to base salary for the high-intensity role.

Schedule

• Full-time, 100% FTE hours: Sunday through Saturday, 3-week rotation with either 4-10 hour shifts or 5-8 hour shifts.

Equipment

• Onsite: Department-provided workstation with 3 monitors, laptop/power cord, docking station/power cord, keyboard, mouse, headset, and desk supplies.
• Hybrid:
  • Onsite: Department-provided workstation with 3 monitors, laptop/power cord, docking station/power cord, keyboard, mouse, headset, and desk supplies.
  • Offsite: Employee must supply, at their own expense, 2 monitors (in addition to the university-issued laptop, which serves as a third monitor), keyboard, and mouse. Employees must provide a photo of the domicile office setup and perform an internet speed test (minimum 30mb download and 10mb upload) reflecting a University of Iowa IP address.
• Remote: Department provides laptop/power cord, docking station/power cord, and headset. Employee must supply, at their own expense, 2 monitors (in addition to the university-issued laptop), keyboard, and mouse, and meet the same internet speed and setup requirements as hybrid employees.

Per policy, work arrangements will be reviewed annually and must comply with the remote work program and related policies.