Patient Financial Advocate

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.

Patient Financial Advocates assist patients in navigating financial responsibilities when they are uninsured or when their insurance is not accepted at Cleveland Clinic. In this role, you will provide exceptional customer service while resolving patient account disputes and outstanding balances through establishing payment arrangements, financial assistance options, or charity care programs. Your work will help ensure timely payment for services rendered while providing compassionate support to patients and their families. This position offers a meaningful opportunity to make a lasting impact on the patient experience and the community.

A caregiver in this role works remotely from 8:00 a.m. – 4:30 p.m.

To be considered for this position, caregivers must reside within a local driving distance of a Cleveland Clinic location in Florida and be able to report onsite as needed.

A caregiver who excels in this role will:

• 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 supervisors, Department Directors and compliance officers immediately upon recognition of such.
• Other duties as assigned.

Minimum qualifications for the ideal future caregiver include:

• High School Diploma/GED and four years of related experience
• OR Associate's Degree in Accounting, Communication, Marketing or related field and two years of experience
• Experience in high volume customer service telephone or direct contact environment specifically in a health care 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
• Knowledgeable of CPT and ICD coding requirements and the utilization and applications of both manuals’ insurance verification

Preferred qualifications for the ideal future caregiver include:

• Associate’s Degree

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.

Pay Range

Minimum hourly: $16.47

Maximum hourly: $23.61

The pay range displayed on this job posting reflects the anticipated range for new hires. A successful candidate’s actual compensation will be determined after taking factors into consideration such as the candidate’s work history, experience, skill set and education. The pay range displayed does not include any applicable pay practices (e.g., shift differentials, overtime, etc.). The pay range does not include the value of Cleveland Clinic’s benefits package (e.g., healthcare, dental and vision benefits, retirement savings account contributions, etc.).