Financial Registration Liaison

Cleveland Clinic

86d

About The Position

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will receive endless support and appreciation and build a rewarding career with one of the most respected healthcare organizations in the world. As a Financial Registration Liaison, you will serve as a single point of contact for patients to ensure the timely and accurate registration and communication of financial matters, offering support for a seamless patient experience. In this role, you will promote consistent standards to ensure every patient receives the information, guidance, and education needed to take control of their healthcare finances, while delivering the highest level of customer service and empathy throughout all interactions.

Requirements

• High School Diploma of GED and two years of experience in registration, financial counseling, customer service, healthcare revenue cycle or a related area OR Associate’s Degree and one year of experience.
• Understanding of EPIC, Epic Prelude and Resolute systems.
• Strong understanding of medical insurance terminology and processing claims.
• Collections background/experience - can be any industry.

Nice To Haves

• Proficient in Spanish.
• Prior experience as a Patient Financial Advocate or collections.
• Previous remote work experience.

Responsibilities

• Provide an extraordinary and seamless preservice patient financial experience.
• Proactively communicate with patients to keep them informed of their pre-service financial readiness while providing concierge level oversight and heightened patient experience.
• Receive case escalations from different departments – surgeries with flag holds.
• Take inbound calls – expected to have 30 completed registrations/day.
• Assign cases to make outbound calls to fill time in.
• Support patients through all aspects of their financial journey, including the completion of patient registration process, patient estimate letter process and financial clearance process, payment options, insurance adjudication, etc.
• Enroll patients in MyAccount and educate them on the enrollment process and the functionality.
• Collect patient preferences and update the CRM.
• Provide patient estimate for surgical and pre surgery collections – collect for Ohio and Florida.
• Provide timely and clear responses to patients to help them understand their insurance benefits, insurance reimbursement, out-of-pocket expenses and payment options.
• Use revenue cycle knowledge to identify and resolve issues related to registration, financial clearance, insurance company authorization requirements, billing, insurance company explanation of benefits, provider-based billing, governmental requirements, coding, charity eligibility and collections.
• Closely monitor accounts of assigned patients to ensure a seamless patient experience.
• Multi-task with multiple computer systems to communicate with patients and investigate, resolve and document patient inquiries.
• Solicit patient payments and ensure that the dollar amount is posted to the correct debit and according to the patient.
• Offer payment options to patients as needed.
• Recognize trends in the revenue cycle that impact a specific patient or patient population that negatively affects the patient’s experience.

What This Job Offers

• Education Level: High school or GED