Patient Service Specialist - Cardiology

Cleveland Clinic

2d•Onsite

About The Position

Provides a comprehensive, proactive, and “Patients First” experience for our patients and visitors. Demonstrates outstanding customer service skills and uses evolving technology to manage a wide range of patient requests including appointment scheduling, patient registration, way-finding, answering general questions and meeting needs. Always represents Cleveland Clinic in a professional, caring and helpful manner. Ensures stellar and efficient patient experience while reducing financial loss and ensuring compliance.

Requirements

High School Diploma or GED required
Ability to perform basic math sufficient to process insurance co-pays.
Working knowledge of PC window applications sufficient to input and retrieve data.
Ability to partner with others as needed to trouble shoot and resolve general technology issues
A desire and commitment to provide the highest level of satisfaction in quality service, caring and compassion to patients, their families and visitors.
Excellent communication and organizational skills are essential in order to successfully communicate with a diverse patient population and workforce.
High level of customer service experience, exemplary interpersonal skills and ability to interact with patients and families in a wide variety of sensitive situations.
Interest in learning new technology and troubling shooting to resolve minor technical issues.
Easily adapts to changing technology, policies, procedures and processes.
Demonstrated interest in process improvement or adopting new processes and or technology.
Demonstrated ability to understand and interpret medical insurance information.
Critical thinking, decisive judgment, and ability to work independently with minimal supervision in an often hectic environment.
Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns.
Demonstrated ability to switch from one task to another successfully in a fast-paced, ever changing environment.
Two years of customer service, patient registration, appointment scheduling, insurance processing or concierge experience.
Demonstrated experience in providing exceptional customer services and conflict resolution
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.
Follows standard precautions using personal protective equipment as required.

Nice To Haves

Ability to type a minimum of 30 words per minute (assessed at time of application) or demonstrable personal computer keyboard skills is preferred.
Knowledge of medical terminology preferred
Associate’s Degree can offset one years of required experience
Bachelor’s Degree can offset the experience requirement

Responsibilities

Professionally investigates, triages, and resolves patient issues using the established HEART Model, ensuring patient’s visit is an outstanding experience.
Proactively assists patients to minimize patient issues.
Creates a welcoming and professional environment for our patients and visitors by demonstrating exceptional customer service based upon the expected service behaviors included in Cleveland Clinic’s START with Heart model.
Proactively manages needs of our patients and visitors in our waiting areas, seeking opportunities to interact with patients by actively greeting patients when appropriate, resolving patient issues and providing service recovery.
Performs patient registration, pre-visit, insurance verification, scheduling, arrival desk and/or departure desk activities according to standards and guidelines ensuring accuracy and an outstanding patient experience.
Captures and verifies referrals and cancellation reasons, insurance coverage and physician data.
Provides customer service to patients/Caregivers by coordinating services, directing callers to appropriate scheduling area and providing special instruction.
Determines appointment type and urgency then schedules appropriately. Communicates scheduling information, instructions and directions.
Facilitates billing functions, accurately meeting compliance and organizational quality and productivity standards.
Responsible for collection of patient copay payments resulting in accurate reconciliation of daily payments/collections.
Responsible for appropriately and accurately providing patient estimates for patient services.
Identifies 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.
Enters and maintains confidential and accurate patient information including patient insurance, billing, and payment information.
Encourages patient utilization of front-end technology, provides guidance, encouragement, education and hands-on training.
Supports front-end technology utilization to promote understanding and comfort level in use by caregivers and providers.
Recruits, enrolls and educates patients on MyChart and Appointment Pass impacting utilization rates and enhancing the patient experience.
Conducts follow-ups to MyChart, web appointment inquiries and outreach to patients informing them of upcoming routine checkups.
Processes the workflow for the day.
Supports and adheres to compliance policies and procedures
Supports and participates in process improvement efforts
Follows standards and guidelines for telephone etiquette and service when interacting with patients over the phone.
Maintains measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork and medical terminology.
Generates staff provider schedules.
Relays 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.
Other duties as assigned