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

University of Iowa Health Care’s department of Patient Financial Services is seeking a Registration Revenue Cycle Representative (RCR) for an entry-level customer service 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 UIHC’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:
•    Analyze and verify patient demographic and insurance eligibility for accurate claim submission and reimbursement.  
•    Review accounts to determine the need for pre-certification, pre-authorization, referral forms and other requirements and route to appropriate departments as needed.
•    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 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 (Registration)

Department: Patient Financial Services (PAM)

Salary Range: 2B

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.
 

Education Required:

•    Bachelor’s degree or equivalent combination of education and relevant experience.

Required Qualifications
•    Customer service experience (typically 6 months or more) in a healthcare, call center, financial, retail, or other professional service environment, with a strong focus on providing clear, courteous, and respectful service.
•    Ability to communicate confidently and professionally with patients, family members, and team members by phone and electronic communication.
•    Strong attention to detail and the ability to accurately collect, verify, and document demographic and insurance information.
•    Experience using Microsoft applications such as Outlook, Excel, Word, OneNote, and Teams to support daily work activities, along with the ability to learn new systems efficiently.
•    Ability to work in a fast paced environment, manage multiple tasks, and remain organized while meeting quality and accuracy expectations.
•    Demonstrated reliability, professionalism, and a commitment to protecting confidential information, including patient privacy.

Desirable Qualifications
•    Experience working in a call center or high-volume phone environment, including handling inbound and/or outbound customer service calls.
•    Experience delivering customer service in challenging or sensitive situations, such as resolving concerns or supporting customers who may be stressed or frustrated.
•    Basic knowledge of medical insurance or healthcare billing.
•    Experience using Epic or another electronic health record (EHR) system.
•    Knowledge of or experience working under HIPAA or other confidentiality regulations.
•    Demonstrated ability to meet productivity and quality goals while maintaining a positive and patient centered experience.

Application Process:

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

Job openings are posted for a minimum of 7 calendar days and may be removed from posting and filled any time after the original posting period has ended. Applications will be accepted until 11:59 PM on the date of closing.

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 Zachary Schmidt at zachary-e-schmidt@uiowa.edu.

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 p.m. 
•    Tuesday 10:00 am – 4:00 p.m. 
•    Wednesday 10:00 am – 4:00 p.m.
•    Thursday 10:00 am – 4:00 p.m.
•    Friday 10:00 am – 4:00 p.m.
•    Or by appointment - Contact TAHealthCareSupport@healthcare.uiowa.edu to schedule an appointment or just stop by.
•    Visit the website for more information: Application Resource Center | University of Iowa Health Care