Patient Service Specialist

Cleveland Clinic•Medina, OH

8d•Onsite

About The Position

The Patient Service Specialist delivers an exceptional, patient-first experience to patients, families and visitors throughout their care journey. The role supports a range of front-end services, including phone triage, registration, insurance eligibility verification, copayment collection, self-screening and scheduling. It provides a foundation for career advancement across Cleveland Clinic departments. This is a full-time, on-site position at Children’s Hospital Rehab, with flexible start and end times within the stated daytime schedule. The caregiver must be able to float among Children’s Institute locations in Middleburg Heights, Cuyahoga Falls, Beachwood, Westlake and Medina as needed. Some work may require regional travel to support patient care at other locations.

Requirements

High school diploma or GED and two years of experience in patient registration, appointment scheduling, insurance processing or customer service; or an associate degree and one year of experience; or a bachelor's degree.
Demonstrated experience providing exceptional customer service and resolving conflicts.
Ability to operate a PC and other office equipment.
Ability to stand, walk or sit for extended periods.
Ability to navigate multiple locations and function in a fast-paced environment.
Ability to lift and transport up to 25 pounds.
Good visual acuity with normal or corrected vision.
Follow standard precautions and use personal protective equipment as required.

Nice To Haves

Knowledge of medical terminology.
Ability to type at least 30 words per minute or demonstrable personal computer keyboard skills.

Responsibilities

Provide a comprehensive, proactive, patient-first experience for patients and visitors.
Investigate, triage and resolve patient issues using the established HEART model.
Create a welcoming and professional environment and support positive patient experiences.
Capture and verify referrals, cancellation reasons, insurance coverage and physician data.
Accurately provide patient estimates for services.
Identify patients needing financial counseling, facilitate payment, align insurance coverage with services and process related insurance registration.
Perform patient registration, visit preparation, telephone triage, insurance verification, copayment collection, patient and record tracking, scheduling, arrival and departure desk activities, and interpreter-service screening and scheduling.
Encourage use of front-end technology and provide guidance, education and hands-on training.
Enter and maintain confidential patient information.
Recruit, enroll and educate patients on MyChart and Appointment Pass.
Follow up on MyChart and web appointment inquiries and contact patients about upcoming routine checkups.
Maintain measured performance in quality, patient experience, first-call resolution, customer satisfaction, teamwork and medical terminology.
Generate staff provider schedules.
Relay staff messages.
May participate on committees and contribute to initiatives.
Float among Children's Institute locations as needed and, in some cases, travel within the region to support patient care.