Work Shift

Day

Scheduled Weekly Hours

40

Summary

This position supports Mercy’s patient-centered care philosophy by assisting emergency department patients in screening for financial assistance and helping them secure any eligible coverage. The role involves communicating through various channels (e.g., telephone, fax, email) to provide patients with the necessary information to access the coverage they need.

Job Description

Job Duties

• Screens patients for eligibility for Iowa Medicaid and Mercy Financial Assistance, assisting them in completing any required applications.
• Gathers information regarding patients utilizing the EPIC system.
• Assists patients in completing all required documents necessary for their application.
• Enters patient information into computer systems to ensure accurate and up-to-date records.
• Provides back up for registration when the patient or situation requires initiating the patient record by interviewing patients or a representative.
• Maintains patient records by discharging, editing, transferring and completing other needed functions.
• Coordinates with various community agencies to address patients' needs.
• Collaborates with Care Coordinators and other care team members to gather information about the patient’s needs and keep them updated on the patient’s insurance coverage eligibility as necessary.
• Conducts follow-up by contacting patients, their families, authorized representatives, the Iowa Department of Health and Human Services, and any other necessary agencies to complete the application.
• Develops and maintains reports and statistical information on a timely monthly basis.
• Responds promptly and efficiently to customer inquiries, demonstrating patience, empathy, and professionalism.
• Delivers outstanding customer service to ensure an exceptional patient experience, reflecting the Mercy Touch.
• Other related duties as required.
• Follow’s Mercy’s safety guidelines, carries out job-specific safety duties and responsibilities, and promptly reports any unsafe conditions, situations, incidents and injuries.

Knowledge, Skills and Abilities

• Strong client advocacy and support skills, with the ability to empathize and guide individuals through challenging circumstances.
• Proficient in Microsoft Office products.
• Maintains a professional demeanor and communication style that builds credibility with patients and colleagues.
• Coordinates and communicates effectively with team members, clients, and other departments to keep workflows on track.
• Ability to thrive in a fast-paced environment while maintaining flexibility.
• Organizes and manages daily tasks, ensuring all responsibilities are completed in a timely manner.
• Handles multiple projects and competing priorities while maintaining attention to detail.
• Responds to requests promptly and efficiently, adapting to changing needs as necessary.
• A commitment to providing outstanding customer service and enhancing the overall patient or client experience.
• Ability to work with minimal to no supervision.
• This position will have responsibility for either the Patient Financial Services or the Emergency Department patients.

Professional Experience

Required:

• Three years related experience in hospital, clinic, medical office such as business services/revenue cycle, front line registration, financial counseling, social services.

Preferred:

• Excellent interpersonal and communication skills, with the ability to establish rapport and trust with clients from diverse backgrounds.
• Proven experience in a role requiring strong organizational skills, multitasking, and providing client-centered services.
• Strong communication skills, both written and verbal, with a focus on delivering clear, courteous, and professional customer interactions.
• Ability to work independently and as part of a team in a fast-paced environment.
• Detail-oriented with a high level of accuracy in all tasks.

Education

• Associate degree in human services field preferred.
• Must complete the Centers for Medicare & Medicaid Services (CMS) MLMS Training annually to assist patients with Marketplace coverage.
• Must complete the Medicaid Presumptive Eligibility and MPEP Training annually to assist patient with Presumptive Medicaid and Traditional Medicaid applications.

Licensure, Certification, Registration

• Certified Application Counselor (CACs) required or must obtain within 3 months of hire/transfer.

Pay Rate Type

Hourly

Mercy is an independent, community-based organization supporting the Cedar Rapids area for over 120 years.

Mercy is an equal-opportunity employer. We value diversity, equity, and inclusion and therefore evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status, and other legally protected characteristics.