Appointment Center Patient Service Specialist III – Behavioral Health

Cleveland Clinic•Cleveland, OH

2d•Hybrid

About The Position

The Appointment Center Patient Service Specialist III supports Adult Behavioral Health outpatient services by managing and triaging incoming calls and appointment requests. The role provides patient-first customer service while assisting patients, caregivers, physicians, and other callers with scheduling and care-related inquiries. It is based out of the Beachwood Office and transitions to a hybrid/remote work model after the initial 90-day onboarding period. During onboarding and orientation, the caregiver will primarily work on-site at the Cleveland Clinic Administrative Campus, with potential shadowing at other locations. This full-time position is scheduled Monday through Friday, 9:00 a.m. to 5:30 p.m., with no holidays or weekends. The specialist works in a closely monitored call center environment and supports efficient scheduling and communication within the Neurological Institute. Cleveland Clinic describes opportunities to build technical knowledge of scheduling workflows and departmental operations, with potential career advancement within the team or broader department.

Requirements

High school diploma or GED.
Three years of experience working with Cleveland Clinic EPIC, or completion of Cleveland Clinic Epic Scheduling and Registration and Appointment Center Scheduling trainings, or three years of relevant technical call center experience, or a bachelor's degree.
Ability to type 25 words per minute.
Dexterity sufficient to operate a PC and other office equipment.
Normal or corrected vision and hearing.
Constant sitting and data entry; occasional lifting or carrying of up to 25 pounds.
Follow standard precautions and use personal protective equipment as required.

Nice To Haves

Epic experience.

Responsibilities

Provide customer service to patients, caregivers, and other callers in a closely monitored call center environment.
Coordinate services, direct callers to the appropriate scheduling area, and provide special instructions.
Determine appointment type and urgency, then schedule appointments.
Communicate scheduling information, instructions, and directions.
Capture and verify referrals and cancellation reasons, insurance coverage, and physician data.
Process intranet appointment scheduling requests.
Act as a liaison for outside referring physicians, resolve scheduling issues between patients and providers, and review and confirm appointments.
Maintain acceptable performance in quality, patient experience, first call resolution, customer satisfaction, teamwork, and medical terminology.
Monitor combined registration reports, AHIQA.
Identify patients in need of financial counseling to facilitate payment, align insurance coverage with the type of service provided, and process insurance registration.
Use customer service skills to resolve patient concerns and issues.
Answer physician hotlines and contact appropriate caregivers for outside physicians and facilities.
Access multiple department and physician schedules to provide after-hours assistance with physician schedule cancellations and patient surgical cancellations.
Schedule sign language interpreters for Main Campus and FHC sites to support compliance with Title III of the Americans with Disabilities Act, and record interpreter data on the department log.