Patient Service Specialist, Occupational Health

Cleveland Clinic • Weston, FL

364d

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. As a Patient Service Specialist in Occupational Health, you will provide comprehensive, proactive and "Patient First" customer service to our fellow Cleveland Clinic caregivers through the entirety of their visit. A Patient Service Specialist on the Occupational Health team manages a wide variety of requests including appointment scheduling, registration, wayfinding and other general questions. This person will have the opportunity to be one of the first impressions a new hire will have when they start in their new role with Cleveland Clinic, as they will come to Occupational Health for their onboarding appointment.

Requirements

• High School Diploma or GED required.
• Minimum two years of patient registration, appointment scheduling, insurance processing or customer service/concierge experience.
• Demonstrated experience in providing exceptional customer services and conflict resolution.
• 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 type a minimum of 30 words per minute or demonstrable personal computer keyboard skills is preferred.
• Knowledge of medical terminology preferred.
• Excellent communication and organizational skills are essential.
• High level of customer service experience, exemplary interpersonal skills.
• Interest in learning new technology and troubleshooting to resolve minor technical issues.
• Demonstrated ability to understand and interpret medical insurance information.
• Critical thinking, decisive judgment, and ability to work independently with minimal supervision.

Nice To Haves

• Associate's Degree may substitute for one year of experience.
• Bachelor's Degree may substitute for the experience requirement.
• Demonstrated independent thinking and problem-solving skills.
• Demonstrated interest in process improvement or adopting new processes and or technology.

Responsibilities

• Professionally investigates, triages, and resolves patient issues using the established HEART Model, ensuring patient's visit is an outstanding experience.
• 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 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.
• Performs point of service activities: visit preparation, co-pay collection, patient tracking and record tracking ensuring accuracy and an outstanding patient experience.
• Facilitates billing functions, accurately meeting compliance and organizational quality and productivity standards.
• 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.
• Processes the workflow for the day.
• Supports and participates in process improvement efforts.
• Performs telephone triage.
• Follows standards and guidelines for telephones etiquette and service when interacting with patients over the phone.
• Generates staff provider reschedules.
• Relays staff messaging.
• Performs screening and scheduling of interpreter services.
• Effectively collaborates and communicates with clinical staff, i.e. providers, nurses and other support staff.
• Supports and adheres to compliance policies and procedures.
• May participate on committees and have a role in other Institute initiatives.
• May participate in patient outreach activities such as proactive patient calls to assist with health maintenance and care compliance.
• Other duties as assigned.

Benefits

• Tuition reimbursement
• Resources to learn and grow
• Comprehensive benefits that invest in your health, physical and mental well-being and your future.

What This Job Offers

• Industry: Ambulatory Health Care Services
• Education Level: High school or GED