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Cleveland Clinic



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Health Care-Cleveland Clinic
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Job Title

Customer Service Rep III - Independence Job


CCHS Employees Only
Reference Title
HR Use Only: Customer Service Rep III - Independence
Hospital: Cleveland Clinic Main Campus & Family Health Centers
Job Code: U99947
Pay Grade: 10
Schedule: Full Time
Shift: Days
Hours: 8am-5pm
Job Details: - High School Diploma or equivalent Required.
- 5 years experience required

Summary: Recommends and executes complex policies and procedure in conjunction with the supervisor to ensure timely and accurate resolution of patient billing issues. Assists others and functions as a peer mentor for new hires. Job Responsibilities: Patients First Communication: Independently provides written and verbal responses to patients who have questions and concerns regarding their insurance explanation of benefits and CC billing statement. Utilizes scripted responses when appropriate. Problem Solving: Resolves complex problems with minimum leadership guidance, usually during first contact. Using revenue cycle knowledge, identifies and resolves complex 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, collections. Multi-Task in Multiple Computer Systems: Communicates with patients and enters/exists multiple computer systems to investigate, resolve and document patient inquires. Identifies and resolves patient account issues across the enterprise. Communicates with media and leadership as necessary. Collects patient 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 Associates 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.

Experience: Minimum 5 years experience in a health insurance claims processing, customer service or banking/collections call center, or medical facility.

Licensure/Certification/Registration: None required.

Physical Requirements: Sit at desk and key on PC. Must be able to operate and tolerate a headset.

Category: Finance/Information Systems

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