Patient Financial Advocate

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day. 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. Job Title Patient Financial Advocate Location Weston Facility Florida Weston Hospital Department Global Patient Services-Weston Hospital Job Code U0378F Shift Days Schedule 8:00am-5:00pm Job Summary Job Details 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. Here, 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 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 . Some of your daily responsibilities will include handling work queues, taking patients, emails and self-pay estimates , requiring the caregiver in this role to have excellent multi-tasking skills. This role offers the opportunity for development beyond patient access to work with our niche of international patients and the leadership team is invested in supporting your success in the role and beyond. A caregiver in this position works Monday-Friday from 8 : 0 0AM – 5: 0 0PM , with flexibility on start and end times to support patient scheduling. *This candidate will work part of the week in-office at Weston Hospital and the remainder of the week in a remote setting. Living in the Weston area is required . 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 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, 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. Collaborate with support team members and provide guidance, instruction and support when completing team projects as directed by supervisor and administration. Participate in special projects and effectively cross- covers in areas as requested by the supervisor. 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. Minimum qualifications for the ideal future caregiver include: High S chool D iploma 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 related experience Associate’s D egree in A ccounting , C ommunication, M arketing or a related field. An A ssociate’s D egree 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. 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.