Appointment Center Patient Service Specialist IV

Cleveland Clinic

5d•Onsite

About The Position

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day. We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One. 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. A caregiver in this position works an 8 hour shift sometime between 7:00am - 7:00pm. This role would include a weekend day or both weekend days. Shifts are not known until after the training period is complete.

Requirements

High school diploma or GED
Three years of experience working with Cleveland Clinic EPIC OR completion of the 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

Responsibilities

Provide customer service to patients and caregivers.
Coordinate services, direct callers to the appropriate scheduling area and provide special instructions.
Determine appointment type and urgency, schedule the appointment and communicate scheduling information, instructions and directions.
Process and provide outbound call services.
Conduct follow-ups in MyChart, web appointment inquiries, and outreach to patients informing them of appointments.
Capture and verify referrals, cancellation reasons, insurance coverage and physician data.
Process appointment scheduling requests.
Resolve patients’ concerns and scheduling issues.
Monitor combined registration reports.
Identify patients in need of financial counseling to facilitate payment and align insurance coverage.
Answer physician hotlines and access department/physician schedules to provide after-hours assistance.
Schedule sign language interpreters for Cleveland Clinic’s Main Campus and Family Health Center sites and record interpreter data on the department log.