Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as the No. 4 hospital in the nation, according to the U.S. News & World Report. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, 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, you will provide excellent customer service and resolve patient account disputes and balances due through the establishment of payments agreements or charity care. It’s vital that a caregiver in this position ensures full payments in a timely manner to Cleveland Clinic for services rendered.

The ideal future caregiver is someone who:

• Is well-versed in Managed Care products (HMO, PPOs, Medicare and Medicaid), authorizations and referral requirements.
• Demonstrates strong critical thinking skills and decisive judgment.
• Effectively multitasks while paying attention to details and staying organized.
• Has excellent verbal and written communication skills.
• Excels working with minimal supervision.

As a Patient Financial Advocate, you will work in a remote work environment that allows you to discover, learn and grow. You’ll remain supported as you make differences in patients’ lives, shape the career of your dreams and find where you belong, here at Cleveland Clinic.

Cleveland Clinic provides what matters most: career growth, delivering world-class care to our patients, continuous learning, exceptional benefits and working for an organization that offers many long-term career paths. Join us and experience a culture where opportunities to advance and the support to get there go hand-in-hand.

Responsibilities:

• Acts as a liaison between the PFS and clinic operations to resolve customer inquiries specifically related to billing and customer satisfaction in a timely manner.
• Communicates with those individuals/departments for problem resolution and documentation.
• Tracks and documents each patient issue obtaining resolution within 24 hours.
• Answers all patient incoming calls timely and courteously and logs each call in an established tracking format, ensuring timely response.
• Courteously assists walk-in customers from clinical areas and the cashier office.
• Resolves issues and concerns within 24 hours to meet patient's satisfaction.
• Identifies and responds to account errors, omissions, refunds, transfers and charge reversals, and keeps patients abreast of account disposition.
• Accurately and efficiently corrects account errors, adjustments, refunds, transfers and charge reversals within the established PFS policies.
• Prepares and completes adjustments and account corrections within established clinic policies and enters the adjustments and corrections into SIGNATURE.
• Collects patient account balances by entering and accepting payment installment agreements, discount, cash, money orders and credit card payments according to PFS policies and procedures.
• Reviews day sheets of daily appointments as appropriate and identifies incoming patients carrying a large balance.
• Establishes agreement and plan with patients for payment and resolving outstanding balances.
• Evaluates and determines appropriateness for implementing the charity care program for eligible patients according to established CCF guidelines within one billing cycle of discovery.
• Collaborates with support team members and provides guidance, instruction and support when completing team projects as directed by supervisor and administration.
• Participates in special projects and effectively cross-covers in areas as requested by the supervisor.
• Generates good suggestions to ensure an effective and streamlined patient accounting process.
• Follows appropriate channels to implement new ideas.
• Communicates areas of compliance concerns to supervisor, Department Director and compliance officer immediately upon recognition of such.
• Other duties as assigned.

Education:

• An Associate's Degree in Accounting, Communication, Marketing or related field may substitute for up to two years of stated experience.
• In depth knowledge of patient accounts which includes collections, insurance regulations and reimbursement techniques. Knowledge of third party payers, Medicare, physician billing and pricing.
• Requires strong etiquette and must maintain a high level of professionalism.
• Must be knowledgeable of CPT and ICD coding requirements and the utilization and applications of both manuals insurance verification.

Certifications:

• None required.

Complexity of Work:

• All employees are expected to meet the standards of performance outlined in the Organizational-Wide Competencies listed below as applied to the position:
• World Class Service Orientation: Includes attitude, behavior, interpersonal skill, and problem solving that enable an employee to respond to internal and external customer needs and expectations in a positive manner.
• Adaptability: Includes teamwork and flexibility needed to fulfill job responsibilities including adapting to changes in work environment and accepting supervisory feedback.
• Efficiency and Effectiveness: Includes quantity and quality of desired work, as well as organization skills necessary to perform successfully.
• Essential Job Requirements: Includes adherence to all relevant policies, procedures, and guidelines affecting the work environment, including maintenance of required competencies and communication skills.
• Supervisory Responsibilities (if applicable): Includes overall accountability for assigned work group relative to operational goals, personnel requirements, and budgetary constraints.
• Note: The above stated duties are intended to outline those functions typically performed by individuals assigned to this classification.
• This description of duties is not intended to be all inclusive nor to limit the discretionary authority of supervisors to assign other tasks of similar nature or level of responsibility.

Work Experience:

• Minimum four years related experience preferred.
• Experience in high volume customer service telephone or direct contact environment specifically in a health care environment.

Physical Requirements:

• Well lit, air conditioned space in the hospital, noise level is moderate; will spend time sitting at a desk at a workstation and some filing/lifting.
• Work requires finger dexterity and eye hand coordination to operate a computer keyboard at a moderate skill level.

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required for procedures.