Patient Service Specialist - Orthopaedics

Cleveland Clinic•Coral Springs, FL

4d•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. The Coral Springs Family Health and Surgery Center provides patients with convenient access to the same world-class care provided at Cleveland Clinic's regional hospitals. This state-of-the-art facility specializes in primary care, outpatient surgery, imaging and more. As a caregiver on our team, you will experience endless support and appreciation while building 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. As a Patient Service Specialist for our Orthopaedics department, you will help facilitate a positive experience for patients and their families. Using your customer service skills, you can assist in ensuring the unit runs smoothly and patients feel informed and at ease. This role is a great steppingstone to other careers within customer service and other departments with Cleveland Clinic. A caregiver in this role works days from 8:30 a.m. – 5:00 p.m.

Requirements

High School Diploma or GED and two years of experience in patient registration, appointment scheduling, insurance processing or customer service OR an Associate’s Degree and one year of experience OR a Bachelor’s Degree
Knowledge of PC window applications sufficient to input and retrieve data
Experience with providing customer service and conflict resolution
Ability to perform basic math sufficient to process insurance co-pays

Nice To Haves

Knowledge of medical terminology
Computer keyboard skills
Previous medical office experience
Customer service experience in a medical setting
Orthopedic and Dermatology experience

Responsibilities

Provide a comprehensive, proactive, and “Patients First” experience for all patients and visitors.
Create a welcoming, professional environment by demonstrating exceptional customer service aligned with Cleveland Clinic’s START with Heart and HEART models.
Proactively assist patients and visitors in waiting areas, greet patients, resolve issues, and deliver effective service recovery.
Investigate, triage, and resolve patient issues using the HEART model to ensure a stellar patient experience.
Perform front-desk operations including patient registration, visit preparation, pre-visit workflows, co-pay collection, arrival and departure desk activities, and patient/record tracking.
Verify insurance, collect and enter billing and payment information accurately.
Screen and schedule interpreter services as needed.
Conduct telephone triage, follow phone etiquette standards, relay staff messaging, and generate provider reschedules.
Support billing functions while ensuring compliance with organizational quality and productivity standards.
Enter and maintain accurate and confidential patient data, including insurance and demographic information.
Encourage and assist patients in using front-end technologies; provide hands-on training for tools such as MyChart and Appointment Pass.
Support caregivers and providers in understanding and using front-end technologies to enhance workflow.
Recruit, enroll, and educate patients on MyChart and Appointment Pass to increase utilization and improve the overall patient experience.