Patient Service Specialist

Cleveland Clinic Green Health and Wellness Center is a patient-friendly facility offering numerous medical and wellness services, including Primary Care, Emergency, Cardiology and Nutrition Departments. Backed by the full resources of Cleveland Clinic Akron General, our experienced teams provide the surrounding community with advanced, quality healthcare. Come be part of an organization transforming the caring field every day, here at Cleveland Clinic. Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission. Patient Service Specialists deliver what matters most to our patients and their families, ensure exceptional experiences and thrive on making positive impacts in the community. The Patient Service Specialist role is a great steppingstone to other careers within customer service and other departments with Cleveland Clinic. A caregiver in this position works Monday – Friday from of 8:30 a.m. – 5:30 p.m. No weekends or holidays are required. A caregiver who excels in this role will: 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. Responsible for appropriately and accurately providing patient estimates for patient services. Identify patients in need of financial counseling to facilitate payment and aligns insurance coverage to the type of service provided and processes this 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, provides 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 Some Patient Service Specialist work may require travel within the region to support patient care in various locations Minimum qualifications 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 Preferred qualifications Knowledge of medical terminology Ability to type a minimum of 30 words per minute or demonstrable personal computer keyboard skills Physical Requirements 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. Personal Protective Equipment Follows standard precautions using personal protective equipment as required. Pay Range Minimum hourly: $15.75 Maximum hourly: $21.65 The pay range displayed on this job posting reflects the anticipated range for new hires. A successful candidate’s actual compensation will be determined after taking factors into consideration such as the candidate’s work history, experience, skill set and education. The pay range displayed does not include any applicable pay practices (e.g., shift differentials, overtime, etc.). The pay range does not include the value of Cleveland Clinic’s benefits package (e.g., healthcare, dental and vision benefits, retirement savings account contributions, etc.). #J-18808-Ljbffr