Revenue Cycle Representative (PB Credit) - Physician/Hospital Accounts Receivable Management (P/HARM) - PFS

The University of Iowa Health Care’s department of Patient Financial Services is seeking a Revenue Cycle Representative (RCR) for an entry-level financial and insurance related position in the healthcare industry. Physician/Hospital Accounts Receivable Management (P/HARM) team members are divided among our sub-teams (i.e. Commercial Insurance, Medicare, Medicaid, and Hospital/Facility billing and Physician/Professional services billing).

This position delivers exceptional customer service to both external customers (patients, insurance representatives, etc.) and internal stakeholders. Upholding and demonstrating the organization’s Service Excellence standards across all customer interactions.  This position utilizes established tools, resources, and processes to make informed, independent decisions while maintaining respectful, professional, and effective communication with all internal and external customers at all times. P/HARM RCR positions are primarily located in a high-volume web-based application environment, and you must have a demonstrated ability to prioritize, multi-task & quickly change focus in fast-paced team environment. P/HARM RCR positions can be a liaison to an assigned hospital department and must have the ability to exhibit compassion and empathy when working directly with patients and/or their families.

This position is eligible to participate in remote work and applicants who wish to work remotely will be considered.  Training will be held either ONSITE or via Hybrid (Inhouse/Zoom) from the HSSB building at a length 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 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 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: 

• Resolve credits from over-payments and undistributed from an assigned work-queue to ensure that all claims are worked within the timely filling/appeal guidelines. 
• Determine if appropriate payment has been made by various entities; and/or work with patients and insurance companies, government entities (such as Centers for Medicare and Medicaid Services) to correctly resolve over payment issues; and/or appeal claim payments/denials. 
• Perform account management, research, and obtain proper documentation to support resolution of overpayments, resolving credit balances and to resolve outstanding accounts receivable by interacting with third-party entities via websites, telephone, or written inquiries. 
• Identify & report undesirable trends and reimbursement modeling errors or underlying causes of incorrect payment; review allowed variances from third party payers. 
• 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 coordinators to resolve issues. 
• Communicate changes in payor policies and denial trends; escalates claim payment delays as appropriate. 

Classification Title: Revenue Cycle Representative (Credits)

Department: Patient Financial Services (PHARM)

Pay Grade: 2B

Schedule: Monday – Friday 

Percent of Time: 100%

Location: Hospital Support Services Building (HSSB)

This position is eligible to participate in remote work and applicants who wish to work remotely will be considered.  Training will be held either ONSITE or via Hybrid (Inhouse/Zoom) from the HSSB building at a length 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 experience.

Required Qualifications:

• Related customer service experience (typically 1 year or more) in a professional, financial, health care or medical related environment.

• Strong attention to detail with a 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.

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.

• More specifically, knowledge of healthcare reimbursement, over/underpayments, and refunds.

• EPIC 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 Veronica Clark at veronica-clark@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