Revenue Cycle Financial Representative

Description

Your passion belongs at UNC Health. Join more than 56,000 teammates working together to improve the health and well-being of the communities we serve across North Carolina.

*This position strongly prefers bilingual candidates

Position Summary

The Revenue Cycle Financial Representative is responsible for providing financial counseling, financial clearance, estimate creation, payment collections, Medicaid screening, financial assistance education, and patient financial advocacy. This role serves as a key resource for uninsured and underinsured patients by helping them understand their financial responsibilities and available assistance options prior to receiving healthcare services. The position operates in a productivity-based environment requiring accurate documentation of all patient interactions within the EPIC electronic health record system.

Essential Duties and Responsibilities

Patient Financial Clearance

• Review patient accounts to determine insurance status, self-pay eligibility, upcoming appointments, open balances, estimate opportunities, and financial assistance needs.
• Conduct outbound patient outreach to discuss upcoming services, financial obligations, payment options, and available financial resources.
• Facilitate financial clearance activities to support timely patient access to care.
• Prioritize accounts with imminent appointments and high financial clearance needs.

Financial Counseling and Patient Education

• Educate patients regarding estimated charges, deductibles, coinsurance, and out-of-pocket expenses.
• Provide guidance regarding payment options and payment plan availability.
• Explain billing processes and financial responsibilities in a clear and compassionate manner.
• Support patients in understanding available financial assistance programs and eligibility requirements.

Collections and Revenue Cycle Support

• Perform upfront collection efforts using approved collection strategies.
• Discuss payment commitments and document collection outcomes.
• Maximize appropriate point-of-service and pre-service collections while maintaining a positive patient experience.
• Assist patients in identifying viable solutions for meeting financial obligations.

Financial Assistance and Medicaid Screening

• Conduct preliminary Medicaid and financial assistance screenings.
• Evaluate potential eligibility based on household income, financial hardship indicators, and program requirements.
• Educate patients on the financial assistance application processes, required documentation, and submission methods.

Inbound and Outbound Patient Communication

• Respond to inbound patient calls regarding estimates, account balances, financial assistance, Medicaid screening, and payment options.
• Manage outbound call campaigns and patient follow-up activities.
• Maintain professional, courteous, and patient-focused interactions across all communication channels.

MyChart and Digital Communication Management

• Review and respond to patient inquiries received through MyChart and other approved communication platforms.
• Address estimate requests, financial assistance questions, documentation inquiries, and follow-up requests.
• Ensure all communications are accurate, professional, timely, and documented appropriately.

Documentation and Work Queue Management

• Maintain accurate and complete documentation in EPIC regarding patient interactions, financial discussions, estimates, collection attempts, payment commitments, financial assistance screenings, and follow-up plans.
• Manage assigned work queues, unresolved accounts, voicemails, and patient follow-up activities.
• Update work queue statuses and ensure proper account disposition.

Productivity and Performance Management

• Maintain productivity standards established by department leadership.
• Track and monitor key performance indicators including:
• Outbound and inbound call volume
• Financial clearances completed
• Estimates created
• Collections obtained
• Medicaid screenings completed
• Financial assistance referrals and applications
• MyChart messages resolved

Other information:
Education Requirements:

* High school diploma or GED required; higher-level degree may satisfy this requirement.

• Associate or bachelor's degree in healthcare administration, Business, Finance, or related field preferred.

Licensure/Certification Requirements:
* No licensure or certification required.
Professional Experience Requirements:
* Two (2) years of experience in Hospital or Physician Insurance related activities or Call Center Customer Service experience. (Authorization, Billing, Follow-Up, Call-Center, or Collections).

• Bilingual preferred
• Previous experience in healthcare registration, financial counseling, insurance verification, revenue cycle, patient access, or customer service preferred.
• Experience utilizing EPIC or comparable electronic health record systems preferred.

Knowledge/Skills/and Abilities Requirements:

• Knowledge of healthcare revenue cycle operations and financial clearance processes.
• Understanding of insurance coverage, patient financial responsibility, and reimbursement concepts.
• Familiarity with Medicaid eligibility screening and financial assistance programs.
• Strong customer service, communication, and interpersonal skills.
• Ability to explain complex financial information in a patient-friendly manner.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency using EPIC and other healthcare technology platforms.

Key Performance Expectations

Revenue Cycle Financial Representatives are expected to:

• Meet or exceed productivity goals.
• Maintain accurate and timely EPIC documentation.
• Create accurate estimates and educate patients effectively.
• Complete Medicaid and financial assistance screenings when appropriate.
• Maximize upfront collections while maintaining a positive patient experience.
• Demonstrate professionalism in all patient communications.
• Support organizational goals related to financial clearance and revenue cycle performance.

Physical and Work Environment Requirements

• Prolonged periods of computer use.
• Frequent telephone communication.
• Ability to remain seated for extended periods.
• Ability to work within departmental productivity and quality standards.
Job Details

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: Financial Counseling

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range:$19.12 - $27.17 per hour (Hiring Range)

Pay offers are determined by experience and internal equity

Work Assignment Type: Remote

Work Schedule: Day Job

Location of Job: US:NC:Raleigh

Exempt From Overtime: Exempt: No

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.

Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.