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

Location

Facility

Department

Job Code

Shift

Schedule

Job Summary

Job Details

Responsibilities:

• Acts as a liaison between the PFS and clinic operations to resolve customer inquiries specifically related to billing and customer satisfaction in a timely manner.
• Communicates with those individuals/departments for problem resolution and documentation.
• Tracks and documents each patient issue obtaining resolution within 24 hours.
• Answers all patient incoming calls timely and courteously and logs each call in an established tracking format, ensuring timely response.
• Courteously assists walk-in customers from clinical areas and the cashier office.
• Resolves issues and concerns within 24 hours to meet patient's satisfaction.
• Identifies and responds to account errors, omissions, refunds, transfers and charge reversals, and keeps patients abreast of account disposition.
• Accurately and efficiently corrects account errors, adjustments, refunds, transfers and charge reversals within the established PFS policies.
• Prepares and completes adjustments and account corrections within established clinic policies and enters the adjustments and corrections into SIGNATURE.
• Collects patient account balances by entering and accepting payment installment agreements, discount, cash, money orders and credit card payments according to PFS policies and procedures.
• Reviews day sheets of daily appointments as appropriate and identifies incoming patients carrying a large balance.
• Establishes agreement and plan with patients for payment and resolving outstanding balances.
• Evaluates and determines appropriateness for implementing the charity care program for eligible patients according to established CCF guidelines within one billing cycle of discovery.
• Collaborates with support team members and provides guidance, instruction and support when completing team projects as directed by supervisor and administration.
• Participates in special projects and effectively cross-covers in areas as requested by the supervisor.
• Generates good suggestions to ensure an effective and streamlined patient accounting process.
• Follows appropriate channels to implement new ideas.
• Communicates areas of compliance concerns to supervisor, Department Director and compliance officer immediately upon recognition of such.
• Other duties as assigned.

Education:

• High school diploma/GED required.
• An Associate's Degree in Accounting, Communication, Marketing or related field may substitute for two years of experience.

Certifications:

• None required.

Complexity of Work:

• All employees are expected to meet the standards of performance outlined in the Organizational-Wide Competencies listed below as applied to the position:
• World Class Service Orientation: Includes attitude, behavior, interpersonal skill, and problem solving that enable an employee to respond to internal and external customer needs and expectations in a positive manner.
• Adaptability: Includes teamwork and flexibility needed to fulfill job responsibilities including adapting to changes in work environment and accepting supervisory feedback.
• Efficiency and Effectiveness: Includes quantity and quality of desired work, as well as organization skills necessary to perform successfully.
• Essential Job Requirements: Includes adherence to all relevant policies, procedures, and guidelines affecting the work environment, including maintenance of required competencies and communication skills.
• Supervisory Responsibilities (if applicable): Includes overall accountability for assigned work group relative to operational goals, personnel requirements, and budgetary constraints.
• Note: The above stated duties are intended to outline those functions typically performed by individuals assigned to this classification.
• This description of duties is not intended to be all inclusive nor to limit the discretionary authority of supervisors to assign other tasks of similar nature or level of responsibility.
• Requires strong etiquette and must maintain a high level of professionalism.

Work Experience:

• Minimum four years related experience preferred.
• 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.
• Must be knowledgeable of CPT and ICD coding requirements and the utilization and applications of both manuals insurance verification.
  

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.

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