Patient Service Specialist

Cleveland Clinic•Massillon, OH

2d•Onsite

About The Position

Join the Cleveland Clinic team at Mercy Hospital Urgent and Outpatient Care in Massillon, 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 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. 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. The Patient Service Specialist role is a great steppingstone to other careers within customer service and other departments with Cleveland Clinic.

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
Demonstrated experience in providing exceptional customer services and conflict resolution

Nice To Haves

Knowledge of medical terminology
Ability to type a minimum of 30 words per minute or demonstrable personal computer keyboard skills

Responsibilities

Provide a comprehensive, proactive and “Patients First” experience for patients and visitors.
Investigate, triage and resolve patient issues using the established HEART model.
Create a welcome and professional environment, interact with patients and ensure stellar patient experiences.
Capture and verify referrals and cancellation reasons, insurance coverage and physician data.
Responsible for appropriately and accurately providing patient estimates for patient services.
Identify 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.
Perform patient registration, visit preparation, telephone triage, insurance verification, co-pay collection, patient and record tracking, scheduling, arrival and/or departure desk activities and screening and scheduling of interpreter services.
Encourage patient utilization of front-end technology, provides guidance, encouragement, education and hands-on training.
Enter and maintain confidential patient information.
Recruit, enroll and educate patients on MyChart and Appointment Pass.
Conduct follow-ups to MyChart, web appointment inquiries and outreach to patients informing them of upcoming routine checkups.
Maintain measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork and medical terminology.
Generate staff provider schedules.
Relay 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.