Patient Financial Advocate

Cleveland Clinic•Vero Beach, FL

1d•Hybrid

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 Patient Financial Advocate at Cleveland Clinic, you will help patients navigate financial responsibilities related to healthcare services, including patients without insurance or with insurance not accepted by Cleveland Clinic. In this role, you will prepare estimated costs of services, request deposits for a portion of estimated service costs, and discuss eligibility for government assistance and Cleveland Clinic Financial Assistance Programs. This position plays a critical role in supporting patients by addressing outstanding accounts, payment arrangements, statement questions, appointment interruptions, self-pay and out-of-pocket quotes, and general billing resolution. Through your work, you will positively impact on the lives of patients and their families while making a meaningful difference within the community and beyond. A caregiver in this role works remotely from 8:00 a.m. – 4:30 p.m. Caregivers must live within a reasonable driving distance of a Cleveland Clinic location and be able to come onsite if needed.

Requirements

High school diploma or GED
Experience in a high-volume customer service telephone or direct contact healthcare environment
In-depth knowledge of patient accounts which includes collections, insurance regulations and reimbursement techniques
Knowledge of third-party payers, Medicare, physician billing and pricing
Knowledge of CPT and ICD coding requirements and the utilization and applications of both manuals' insurance verification

Nice To Haves

Four years of call center experience OR Associate's Degree in Accounting, Communication, Marketing or related field and two years of experience

Responsibilities

Provide customer service and resolve patient account disputes and balances through establishing payment agreements or charity care.
Act as a liaison between the PFS and clinic operations to resolve customer inquiries specifically related to billing and customer satisfaction in a timely manner.
Communicate with individuals/departments for problem resolution and documentation.
Track and document each patient issue obtaining resolution within 24 hours.
Answer all patient incoming calls timely and courteously and log each call in an established tracking format, ensuring timely response.
Courteously assist walk-in customers from clinical areas and the cashier office.
Resolve issues and concerns within 24 hours to meet patient's satisfaction.
Identify and respond to account errors, omissions, refunds, transfers and charge reversals, and keep patients abreast of account disposition.
Accurately and efficiently correct account errors, adjustments, refunds, transfers and charge reversals within the established PFS policies.
Collect patient account balances by entering and accepting payment installment agreements, discount, cash, money orders and credit card payments according to PFS policies and procedures.
Review day sheets of daily appointments as appropriate and identify incoming patients carrying a large balance.
Establish agreement and plan with patients for payment and resolving outstanding balances.
Evaluate and determine appropriateness for implementing the charity care program for eligible patients according to established CCF guidelines within one billing cycle of discovery.