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 Title

Customer Service Representative

Location

Cleveland

Facility

Remote Location

Department

Job Code

U99948

Shift

Days

Schedule

9:00am-6:00pm

Job Summary

Recommends and executes policies and procedures in conjunction with respective supervisor to ensure timely and accurate resolution of patient billing issues.

Job Details

Exceptional care is a team effort. Even if you’ve never considered healthcare as a next step, you’ll find there are many paths to creating a career at Cleveland Clinic centered on what matters most to you.

We are looking for a Customer Service Representative RCM I to respond to patient billing inquiries, answer questions and troubleshoot accounts to understand if there are any underlying issues. This position requires interpreting patients’ financial data when the patient is on the phone. If certain performance metrics are achieved, Caregivers in this position can progress from a Representative I to a Representative II and III. This position can also transition to the financial ombudsman teams and the account follow-up teams in certain situations.

The ideal candidate is someone who can work in a fast-paced environment, has excellent critical thinking skills, wants to become oriented to revenue cycle, and can show empathy towards the patient during their time of need.

Cleveland Clinic provides what matters most: career growth, delivering world-class care to our patients, continuous learning, exceptional benefits and working for an organization that offers many long-term career paths. Join us and experience a culture where opportunities to advance and the support to get there go hand-in-hand.

*This is a remote opportunity available for Ohio residents*

Responsibilities:

• Provides clear written and verbal responses to patients who have concerns about their insurance explanation of benefits and Cleveland Clinic billing statement.
• Utilizes templates and scripted responses.
• Uses revenue cycle knowledge to identify and resolve issues related to registration, financial clearance, insurance company authorization requirements, billing, insurance company explanation of benefits, provider based billing, governmental requirements, HCAP/FAP polices and restrictions, MyAccount, coding and collections.
• Multi-tasks with multiple computer systems to communicate with patients and investigate, resolve and document patient inquires.
• Identifies and resolves patient account issues across the organization.
• Collects payments and ensures that the dollar amount is posted to the correct debit and according to the patient request.
• Offers payment options to patients as needed.
• Other duties as assigned.

Education:

• High school diploma or equivalent.
• An Associate's Degree may substitute for up to one year of the stated experience OR a Bachelor's Degree may substitute for up to two years of stated experience.

Certifications:

• None required.

Complexity of Work:

• Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision.
• Must be able to work in a stressful environment and take appropriate action.

Work Experience:

• Minimum of 2 years in health insurance claims processing, customer service or banking collections call center or medical facility is required OR must possess a minimum of 3 years customer service interacting with the public by telephone or in person in a similar role or capacity.
• Demonstrated PC skills proficiency.

Physical Requirements:

• Ability to communicate and exchange accurate information.
• Ability to perform work in a stationary position for extended periods.
• Ability to work with physical records or operate a computer or other office equipment.
• In some locations, ability to travel throughout the hospital system.
• In some locations ability to move up to 25 lbs.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.

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 tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All offers of employment are follwed by testing for controlled substances and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year.

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