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 TitlePatient Financial Advocate

                        

LocationWeston

                    

FacilityFlorida Weston Hospital

                     

DepartmentGlobal Patient Services-Weston Hospital

                      

Job CodeU0378F

                     

ShiftDays

                       

Schedule7:30am-4:30pm

                       

Job Summary

                         

Job Details

Join Cleveland Clinic Weston Hospital’s team of caregivers that remain on the leading edge of technology and education, all 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 and Florida regions. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world.     

Patient Financial Advocates help patients navigate financial responsibilities without insurance or insurance not accepted at Cleveland Clinic. In this position, you will prepare estimated costs of services, request deposits for half of the estimated cost of services and discuss with patients whether they are eligible for the government of Cleveland Clinic Financial Assistance Programs. Your efforts can positively impact the lives of patients and their families in numerous ways, offering a unique opportunity to make a lasting difference in your community and beyond.  

This position offers valuable opportunities for professional growth. Our international population is managed differently from domestic accounts, allowing you to gain unique experience across both areas. You will receive comprehensive training and develop a strong understanding of the front- and back-end aspects of account management, as well as proficiency in our Epic and Flywire systems. This broad exposure can benefit you in pursuing roles within any finance department across the organization.

A caregiver in this role works days from 7:30 a.m. – 4:30 p.m.

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 agreements and plans 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

Associate's Degree in Accounting, Communication, Marketing or related field may substitute for two years of experience

Previous medical finance experience

Bilingual in Spanish and English

Finance, banking or medicine background

MS and Excel experience

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.

Ability to perform work in a stationary position for extended periods

Ability to operate a computer and other office equipment
•Ability to communicate and exchange accurate information

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. 

Please review the Equal Employment Opportunity poster. 

                  

Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities