Patient Service Specialist

Cleveland Clinic•Euclid, OH

1d•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. Join Cleveland Clinic Euclid Hospital and experience world-class healthcare at its best. Cleveland Clinic Euclid Hospital offers a complete continuum of care, including emergency services, sub-acute care, rehabilitation and outpatient care. Here, you will work alongside a team of dedicated caregivers, 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. As a Patient Service Specialist, you will help facilitate a positive experience for patients and their families by supporting areas such as Emergency Department, admissions, surgery/registration, radiology, chronic care and laboratory services. 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. Cleveland Clinic is a nonprofit multispecialty academic medical center that integrates clinical and hospital care with research and education. Headquartered in Cleveland, Ohio, it was founded in 1921 by four renowned physicians with a vision of providing outstanding patient care based upon the principles of cooperation, compassion and innovation. Cleveland Clinic has pioneered many medical breakthroughs, including coronary artery bypass surgery and the first face transplant in the United States. U.S. News & World Report consistently names Cleveland Clinic as one of the nation’s best hospitals in its annual “America’s Best Hospitals” survey. Among Cleveland Clinic’s 70,800 employees worldwide represent 140 medical specialties and subspecialties. Cleveland Clinic is a 6,500-bed health system that includes a 173-acre main campus near downtown Cleveland, 19 hospitals, more than 220 outpatient facilities, and locations in southeast Florida; Las Vegas, Nevada; Toronto, Canada; Abu Dhabi, UAE; and London, England.

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
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 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.