Patient Financial Advocate

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 8:00AM – 5:00PM, 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 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 related experience 

• Associate’s Degree in Accounting, Communication, Marketing or a related field. An Associate’s Degree may substitute two years of required experience 

• Coding background 

• Bilingual in English and Spanish 

• Call center, banking and/or customer service background