Patient Service Specialist

Job Title Patient Service Specialist Location Akron Facility Bath Health and Wellness Job Code

B15028

Shift Days Schedule 8:00 am – 5:00 pm Job Summary As part of Cleveland Clinic Akron General Hospital, the Bath Health and Wellness Center offers patient-friendly primary care and specialty services to the surrounding community. Our expert physicians and caregivers continuously aim to create a welcoming and supportive environment for patients of all ages. Here, you will receive endless appreciation and encouragement while building a rewarding career with one of the most respected healthcare organizations in the world. Job Details 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. You will assist them with everything from scheduling and pre-registration to MyChart enrollment and visit preparations. This role is a great steppingstone to other positions within Customer Service and various departments within Cleveland Clinic. Job Responsibilities Professionally investigate, triage, and resolve patient issues using the HEART Model, ensuring patient’s visit is an outstanding experience. Proactively assist patients to minimize issues. Create a welcoming and professional environment for our patients and visitors by demonstrating exceptional customer service. Proactively manage needs of patients and visitors in waiting areas, greeting and resolving issues. Perform patient registration, pre-visit activities, insurance verification, scheduling, arrival and departure desk activities according to standards. Perform point-of-service activities: visit preparation, co-pay collection, patient tracking and record tracking. Facilitate billing functions, accurately meeting compliance and quality standards. Enter and maintain confidential patient information. Encourage patient utilization of front-end technology, providing guidance and training. Support front-end technology utilization to promote understanding and comfort. Recruit, enroll, and educate patients on MyChart and Appointment Pass. Process daily workflow. Participate in process improvement efforts. Perform telephone triage. Follow telephone etiquette standards when interacting with patients. Generate provider reschedules and relay staff messaging. Screen and schedule interpreter services. Collaborate and communicate with clinical staff. Support compliance policies and procedures. Participate on committees and other initiatives. Participate in patient outreach activities such as proactive calls. Perform other duties as assigned. Education High School Diploma or GED required. Certifications None required. Complexity of Work Perform basic math sufficient to process insurance co‑pays. Work with PC Windows applications. Troubleshoot and resolve general technology issues with partners. Type a minimum of 30 words per minute or demonstrate keyboard skills. Knowledge of medical terminology preferred. Commit to the highest level of satisfaction in service. Excellent communication and organizational skills. High level of customer service experience and interpersonal skills. Adapt to changing technology, policies, procedures and processes. Interest in process improvement or technology adoption. Understand and interpret medical insurance information. Critical thinking, decisive judgment and independent work. Problem-solving skills and judgment in triage. Switch tasks in a fast-paced environment. Work Experience Minimum two years of patient registration, appointment scheduling, insurance processing or customer service/concierge experience. Experience providing exceptional customer service and conflict resolution. Associate’s Degree may substitute for one year of experience. Bachelor’s Degree may substitute for the experience requirement. Physical Requirements Dexterity sufficient to operate a PC and other office equipment. Extended periods of standing, walking or sitting. Good visual acuity, corrected or uncorrected. Navigate various locations in a fast-paced environment. Ability to lift and transport up to 25 pounds. Personal Protective Equipment Follow standard precautions using personal protective equipment as required. Equal Employment Opportunity The policy of Cleveland Clinic Health System and its system hospitals is to provide equal opportunity to all caregivers and applicants for employment in a drug‑free environment. All offers of employment are followed by testing for controlled substances. Cleveland Clinic Health System administers an influenza prevention program. Employees must comply, including annual vaccination unless exempted. Decisions concerning employment, transfers and promotions are made on 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 individual or a 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. Cleveland Clinic is an equal employment opportunity employer. #J-18808-Ljbffr LRP Media Group