Patient Service Specialist
About The Position
The Patient Service Specialist delivers an exceptional experience to patients, families, and visitors throughout their visit. The role supports patient access and front-desk operations, including phone triage, registration, insurance eligibility verification, collecting co-payments, screening, and scheduling services. It is an opportunity to build a foundation for advancement within Cleveland Clinic departments. The position is based at Lorain Family Health Surgery Center in Lorain and may require travel within the region to support patient care at other locations. Hours may include Sunday 7:45 a.m.–3:30 p.m. and Monday through Thursday 11:30 a.m.–8:00 p.m.; holidays worked depend on facility operating hours.
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 conflict resolution.
- Dexterity sufficient to operate a PC and other office equipment.
- Ability to stand, walk, or sit for extended periods.
- Good visual acuity, with or without correction.
- Ability to navigate various locations and function in a fast-paced, hectic environment.
- Ability to lift and transport up to 25 pounds.
- Follow standard precautions and use personal protective equipment as required.
- Comply with the Cleveland Clinic influenza prevention program, including annual vaccination or an approved exemption.
- Employment offers are followed by controlled-substance testing.
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, professional environment and support positive patient experiences.
- Capture and verify referrals, cancellation reasons, insurance coverage, and physician data.
- Accurately provide estimates for patient services.
- Identify patients who need financial counseling, facilitate payment, align insurance coverage with the service provided, and process related insurance registration.
- Perform patient registration, visit preparation, telephone triage, insurance verification, co-pay collection, patient and record tracking, scheduling, arrival and departure desk activities, and interpreter-service screening and scheduling.
- Encourage patient use of front-end technology through 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 and provider schedules.
- Relay staff messages.
- Participate in committees and initiatives as applicable.
- Travel within the region when needed to support patient care at various locations.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
