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About the Role
As a Patient Service Specialist, your responsibility is to deliver an exceptional experience to patients, families and visitors, from the moment they enter to the time they return home. This position provides a strong foundation to advance in your career within various departments at the Cleveland Clinic.
Responsibilities
- Provide a comprehensive, proactive and “Patients First” experience for patients and visitors.
- Investigate, triage and resolve patient issues using the established HEART model.
- Create a welcome and professional environment, interact with patients and ensure stellar patient experiences.
- Capture and verify referrals and cancellation reasons, insurance coverage and physician data.
- Provide appropriate and accurate patient estimates for services.
- Identify patients in need of financial counseling to facilitate payment and align insurance coverage to the type of service provided and process related insurance registration.
- Perform patient registration, visit preparation, telephone triage, insurance verification, co-pay collection, patient and record tracking, scheduling, arrival and/or departure desk activities and screening and scheduling of interpreter services.
- Encourage patient utilization of front-end technology, providing guidance, encouragement, education and hands-on training.
- Enter and maintain confidential patient information.
- Recruit, enroll and educate patients on MyChart and Appointment Pass.
- Conduct follow-ups to MyChart, web appointment inquiries and outreach to patients informing them of upcoming routine checkups.
- Maintain measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork and medical terminology.
- Generate staff provider schedules.
- Relay staff messaging.
- May participate on committees and have a role in initiatives.
- May require travel within the region to support patient care in various locations.
Requirements
- High School Diploma or GED and two years of experience in patient registration, appointment scheduling, insurance processing or customer service OR an Associate’s Degree and one year of experience OR a Bachelor’s Degree.
- Demonstrated experience in providing exceptional customer services and conflict resolution.
- Dexterity sufficient to operate a PC and other office equipment.
- Requires extended periods of standing, walking or sitting.
- Good visual acuity through normal or corrected vision.
- Must be able to navigate various locations and function in a fast-paced, hectic environment.
- Ability to lift and transport up to 25 pounds.
- Follows standard precautions using personal protective equipment as required.
Skills
- Medical terminology
- Ability to type a minimum of 30 words per minute or demonstrable personal computer keyboard skills
Location
- Lorain
Work Type
- Day/Evening/Night/Weekend
- Full-time
Experience Level
- Two years of experience in patient registration, appointment scheduling, insurance processing or customer service OR an Associate’s Degree and one year of experience OR a Bachelor’s Degree
Education Level
- High School Diploma or GED
- Associate’s Degree
- Bachelor’s Degree
About the Company
- At Cleveland Clinic Health System, we believe in a better future for healthcare.
- We all have the power to help, heal and change lives — beginning with our own.
- Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission.
Equal Opportunity
- 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 drug free environment.
- All offers of employment are followed by testing for controlled substances.
- 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.
- If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/
- Please review the Equal Employment Opportunity poster.
- Cleveland Clinic is pleased to be an equal employment opportunity employer.