Appointment Center Patient Service Specialist II

Cleveland Clinic

20h•Remote

About The Position

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 nation. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world. Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission. Appointment Center 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. Appointment Center Patient Service Specialists demonstrate exceptional customer service and interpersonal skills while assisting patients in scheduling appointments to receive care and services. This is a remote role.

Requirements

High school diploma or GED.
Three years of high touch customer service experience OR three years of experience working with Cleveland Clinic EPIC OR completion of the Cleveland Clinic Epic Scheduling and Registration and Appointment Center Scheduling training OR a bachelor’s degree.
Ability to type 25 words per minute.
Computer literacy and comfortability with various technology platforms.
Proficiency in Microsoft Office and data entry.

Responsibilities

Provide customer service to patients, caregivers and other callers in a closely monitored Call Center environment.
Schedule appointments, verify insurance data and coordinate clinic-wide resources.
Determine appointment type and urgency, schedule the appointment and communicate scheduling information, instructions and directions.
Capture and verify referrals, cancellation reasons, insurance coverage and physician data.
Process appointment scheduling requests.
Validate and capture insurance coverage and align correct insurance coverage with the type of service provided.
Monitor combined registration reports and AHIQA.
Identify patients in need of financial counseling to facilitate payment.
Resolve concerns and issues, review and confirm appointments, and resolve scheduling difficulties between patients and Cleveland Clinic providers.
Attend training and pass assessment testing for MI and PE.
Schedule institutes with less than a 2% error rate.