Position Summary
The University of Iowa Hospitals and Clinics department of Patient Financial Services is seeking a Revenue Cycle Representative (RCR)-Financial Counselor for an entry-level financial services position in the healthcare industry and within the department of Patient Financial Services. Team members are divided among our sub-teams (i.e. Pre-Authorization; Patient Billing Services; Financial Counseling; Physician and Hospital A/R Management {PHARM}; etc). This opening is within our Financial Counseling Team.
The Financial Counselor will be expected to provide exceptional customer service to our external customers: patients, patient families, insurance contacts, etc; as well as internal customers. You will support our “Service Excellence” standards to all our customer groups by demonstrating compassion, empathy, and respecting patient rights. You will utilize tools and processes to make independent decisions and maintain a high level of integrity regarding patient rights.
The Financial Counselor must have a demonstrated ability to prioritize, multi-task & quickly change focus in fast-paced team environment. You will be expected to provide accurate and comprehensive information (verbally and in writing) to patients, outside agencies and various administrative and management personnel regarding all third-party interactions, patient billing and customer service activities.
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.
Position Responsibilities
- Coordinate with clinical department leaders, medical staff and hospital coders to develop treatment plans of care for financially unsecure patients.
- Provide assistance in educating department leaders, medical staff and other UIHC employees on internal policies, changes, and processes such as UIHC’s Patient Access Policy and Pre-Service Charge Adjustment Review Team (CART).
- Prepare and submit Pre-Service CART forms as well as facilitate Pre-Service CART process.
- Collaborate with Payor Relations on new agreements for underinsured patients.
- Verify benefits and provide financial counseling to patients and families to ensure they are advised of their financial obligations, with appropriate financial arrangements made according to the hospitals financial policy.
- Use knowledge of Current Procedure Terminology (CPT) to generate self-pay and insured estimates for one-time services and treatment plans via the Epic Estimator. Use attention to detail when verifying benefit information from insurance websites as well as Real Time Eligibility (RTE) queries.
- Provide financial counseling via phone and/or in-person based on the patient’s liability and ability to pay.
- Advise patients and/or family members about their healthcare accounts, collect appropriate self-pay balances, establish payment arrangements, screen and link patients to the available funding sources such as: Medicaid, COBRA Subsidy program, Immergruen, Healthcare Marketplace, Payment Plans, and external Financing Options
- Screen patients, educate and facilitate application process for UIHC’s internal financial assistance program prior to receiving care.
- Identify and assist patients who are unable to pay their estimated liability or who have existing balances.
- Identify & report undesirable trends and reimbursem*nt 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 Coordinator’s to resolve issues and take appropriate actions.
Classification Title: Revenue Cycle Representative
Department: Patient Financial Services (Financial Counseling)
Pay Grade: 2B
Additionally a 5% high−intensity, high−volume patient contact stipend for the work performed on a daily basis on the Financial Counseling Team. If you leave this unit for a Revenue Cycle Representative position in another unit or move to a different job class, the 5% amount you received for the high−intensity, high−volume patient contact stipend will be deducted from your base salary.
Percent of Time: 100%
Schedule: Monday – Friday, 8:00am – 5:00pm
Location: Main Hospital campus (200 Hawkins Drive, Iowa City, IA 52242)
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, 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/powercord, 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.
Position Qualifications
Education Required
- Bachelor’s degree; or equivalent combination of education and experience.
Experience Requirements
- Minimum 6 months revenue cycle, health insurance or related customer/patient focused service experience.
- Strong attention to detail and 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 remain professional while managing difficult situations with callers, customers or patients and able handle complex and ambiguous situations with minimal supervision.
- Self-motivated with initiative to seek out additional responsibilities, tasks and projects.
- Excellent, professional verbal and written communication skills to provide outstanding customer service and support a "Service Excellence" environment working with a professional and patient population.
- Basic knowledge of medical terminology and working knowledge of HIPAA laws and regulations.
Desirable Qualifications
- Demonstrated ability to maintain or improve established productivity and quality requirements.
- Working knowledge healthcare billing and/or Federal and state assistance programs.
- Bi-lingual skills in a foreign language highly desired (Spanish and/or French highly preferred).
Application Process: 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 14 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.
Successful candidates will require a work arrangement form to be completed upon the start of your employment. 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.
For additional questions, please contact Zach 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: Tuesdays & Thursdays 2:00pm – 4:00pm
Or by appointment – Contact
TAHealthCareSupport@healthcare.uiowa.edu to schedule a time to visit.
