Financial Registration Liaison

The Power of Every One

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.

Job Title

Financial Registration Liaison

Location

Cleveland

Facility

Remote Location

Department

RCM Financial Registration Liaison-Finance

Shift

Days

Schedule

9:30am-6:00pm/8:00am-4:30pm

Job Summary

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the world. At Cleveland Clinic, you will receive endless support and appreciation and build a rewarding career with one of the most respected healthcare organizations in the world.

As a Financial Registration Liaison, you will serve as a single point of contact for patients to ensure the timely and accurate registration and communication of financial matters, offering support for a seamless patient experience. In this role, you will promote consistent standards to ensure every patient receives the information, guidance, and education needed to take control of their healthcare finances, while delivering the highest level of customer service and empathy throughout all interactions.

A caregiver in this position works remotely from 9:30 a.m. -- 6:00 p.m. (starts as an 8:00 a.m. 4:30 p.m for training).

Candidates must reside in Ohio, as occasional on-site presence at the CC Business Operations Center (BOC) is required.

A caregiver who excels in this role will:

• Provide an extraordinary and seamless preservice patient financial experience.
• Proactively communicate with patients to keep them informed of their pre-service financial readiness while providing concierge level oversight and heightened patient experience.
• Receive case escalations from different departments surgeries with flag holds.
• Take inbound calls expected to have 30 completed registrations/day. (call every 15 min)
• Assign cases to make outbound calls to fill time.
• Support patients through all aspects of their financial journey, including the completion of patient registration process, patient estimate letter process and financial clearance process, payment options, insurance adjudication, etc.
• Enroll patients in MyAccount and educate them on the enrollment process and the functionality.
• Collect patient preferences and update the CRM.
• Provide patient estimate for surgical and pre-surgery collections collect for Ohio and Florida.
• Provide timely and clear responses to patients to help them understand their insurance benefits, insurance reimbursement, out-of-pocket expenses and payment options.
• Use 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, coding, charity eligibility and collections.
• Closely monitor accounts of assigned patients to ensure a seamless patient experience.
• Multi-task with multiple computer systems to communicate with patients and investigate, resolve and document patient inquiries.
• Solicit patient payments and ensure that the dollar amount is posted to the correct debit and according to the patient.
• Offer payment options to patients as needed.
• Recognize trends in the revenue cycle that impact a specific patient or patient population that negatively affects the patient's experience.

Minimum qualifications for the ideal future caregiver include:

• High School Diploma of GED and two years of experience in registration, financial counseling, customer service, healthcare revenue cycle or a related area OR Associate's Degree and one year of experience
• Understanding of EPIC, Epic Prelude and Resolute systems
• Strong understanding of medical insurance terminology and processing claims
• Collections background/experience - can be any industry

Preferred qualifications for the ideal future caregiver include:

• Proficient in Spanish
• Prior experience as a Patient Financial Advocate or collections
• Previous remote work experience

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.

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.