Patient Financial Advocate- FLORIDA

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We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

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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 reside in the FLORIDA MARKET area, within a reasonable driving distance of a FLORIDA MARKET Cleveland Clinic location, and be able to report onsite as needed.

A caregiver who excels in this role will:

• 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. 
• 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, 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. 

Minimum qualifications for the ideal future caregiver include:

• 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 for the ideal future caregiver include: 

• Four years of call center experience
• OR Associate's Degree in Accounting, Communication, Marketing or related field and two years of experience
• Patient account knowledge
• CPT and ICD coding requirements knowledge

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.

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility. 

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/

Please review the Equal Employment Opportunity poster. 

Cleveland Clinic is pleased to be an equal employment opportunity employer.