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 diverse 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.

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

Department: Patient Financial Services

Pay Grade: 2B

Salary: $40,000 to $55,000

Percent of Time: 100%

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

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 the requirements of the remote work program and related policies.