Patient Service Specialist

Cleveland Clinic•Lorain, OH

5d•Onsite

About The Position

The Patient Service Specialist delivers an exceptional experience to patients, families, and visitors throughout their interactions with Cleveland Clinic. The role supports patient access and front-desk operations, including phone triage, registration, insurance eligibility and verification, copayment collection, patient estimates, screening, and scheduling. The position also helps patients use front-end technology and supports patient communication and follow-up. Some work may require travel within the region to support care at various 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.

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 help ensure positive patient experiences.
Capture and verify referrals, cancellation reasons, insurance coverage, and physician data.
Provide accurate patient estimates for services.
Identify patients who need 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 patient 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.
May travel within the region to support patient care at various locations.