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Patient Financial Advocate

2 months ago

Cleveland, Ohio, United States Cleveland Clinic Full time
About the Role

Cleveland Clinic is seeking a highly skilled Patient Financial Advocate to join our team of dedicated professionals. As a key member of our revenue cycle team, you will play a critical role in ensuring the financial well-being of our patients.

Key Responsibilities
  • Act as a liaison between the Patient Financial Services (PFS) and clinic operations to resolve customer inquiries related to billing and customer satisfaction in a timely manner.
  • Communicate with patients, families, and healthcare teams to resolve issues and concerns related to patient accounts.
  • Track and document each patient issue, obtaining resolution within 24 hours.
  • Answer patient incoming calls in a timely and courteous manner, logging each call in an established tracking format.
  • Courteously assist walk-in customers from clinical areas and the cashier office.
  • Resolve issues and concerns within 24 hours to meet patient satisfaction.
  • Identify and respond to account errors, omissions, refunds, transfers, and charge reversals, keeping patients abreast of account disposition.
  • Accurately and efficiently correct account errors, adjustments, refunds, transfers, and charge reversals within established PFS policies.
  • Prepare and complete adjustments and account corrections within established clinic policies and enter 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 agreements and plans with patients for payment and resolving outstanding balances.
  • Evaluate and determine the 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-cover 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 processes and communicate areas of compliance concerns to supervisor, Department Director, and compliance officer immediately upon recognition of such.
Requirements
  • An Associate's Degree in Accounting, Communication, Marketing, or a related field may substitute for up to two years of stated depth knowledge of patient accounts, which includes collections, insurance regulations, and reimbursement techniques.
  • Knowledge of third-party payers, Medicare, physician billing, and pricing.
  • Strong etiquette and a high level of professionalism.
  • Must be knowledgeable of CPT and ICD coding requirements and the utilization and applications of both manuals.
  • Insurance verification.
Preferred Qualifications
  • Minimum four years of related experience.
  • Experience in high-volume customer service telephone or direct contact environment, specifically in a healthcare environment.
Work Environment

This role requires a well-lit, air-conditioned space in the hospital, with a moderate noise level. You will spend time sitting at a desk at a workstation and some filing/lifting. Finger dexterity and eye-hand coordination are required to operate a computer keyboard at a moderate skill level.