Patient Financial Advocate

About the role

Join Cleveland Clinic Weston Hospital’s team of caregivers that remain on the leading edge of technology and education while consistently providing patient-centered healthcare. As part of Cleveland Clinic’s Florida region, Weston Hospital is recognized as one of the top hospitals in the Miami-Fort Lauderdale metro area and Florida.

Responsibilities

• Work with the Global Patient Services (GPS) team supporting international patients preparing for care with CCF providers to ensure their costs are clear and aligned with their needs, and that payments are processed in a timely manner.
• Handle work queues, take patients, emails, and self-pay estimates, requiring the caregiver in this role to have excellent multi-tasking skills.
• Communicate with those 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.
• Prepare and complete adjustments and account corrections within established clinic policies and enter the adjustments and corrections into SIGNATURE.
• Collect patient account balances by entering and accepting payment installment agreements, discounts, 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.
• Collaborate with support team members and provide guidance, instruction and support when completing team projects as directed by supervisor and administration.
• Generate good suggestions to ensure an effective and streamlined patient accounting process. Follow appropriate channels to implement new ideas.
• Communicate areas of compliance concerns to supervisor, Department Director and compliance officer immediately upon recognition of such.

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

Preferred qualifications

• Four years of related experience
• Associate’s Degree in Accounting, Communication, Marketing or a related field. An Associate’s Degree may substitute two years of required experience
• Coding background
• Bilingual in English and Spanish
• Call center, banking and/or customer service background

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.

Pay

Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.