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.