Patient Service Specialist

Cleveland Clinic•Vero Beach, FL

5d•Onsite

About The Position

Join our team at Cleveland Clinic Indian River Hospital and experience world-class patient care at its best. Located in sunny Florida’s Treasure Coast, Indian River Hospital is committed to providing optimal family- and community-focused services. Here, you will be part of a collaborative, compassionate, and innovative team of caregivers. You will work with state-of-the-art technology and will 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. Using your customer service skills, you can assist in ensuring the Emergency Department runs smoothly and patients feel informed and at ease. You will have the opportunity to interact with police, EMS, nurses and the ambulatory team. This role is a great steppingstone to other careers within customer service and other departments with Cleveland Clinic. A caregiver in this position works days from 11:00AM – 9:30PM.

Requirements

High School Diploma or GED and two years of customer service, patient registration, appointment scheduling, insurance processing or concierge experience OR an Associate’s Degree and one year of experience OR a Bachelor’s Degree
Working knowledge of PC window applications sufficient to input and retrieve data
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 patients and visitors.
Investigate, triage and resolve patient issues using the established HEART model.
Create a welcoming and professional environment, interact with patients and ensure stellar patient experiences.
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.
Enter and maintain confidential patient information.
Encourage patient utilization of front-end technology and provide guidance, encouragement, education and hands-on training.
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.
Process the workflow for the day.
Support and participate in process improvement efforts.
Maintain measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork and medical terminology.
Generate staff provider schedules and relay staff messaging.