Patient Service Specialist – Plastic Surgery

Cleveland Clinic•Berkeley Springs, WV

1d•Onsite

About The Position

The Patient Service Specialist works at Cleveland Clinic Akron General’s Bath Health and Wellness Center, supporting Plastic Surgery and helping provide an exceptional experience for patients, families, and visitors. The role includes front-desk and patient-access activities such as phone triage, registration, insurance eligibility and verification, copayment collection, scheduling, visit preparation, and patient screening. The specialist helps patients use front-end technology, enrolls and educates them on MyChart and Appointment Pass, maintains confidential patient information, and supports communication and scheduling needs for staff and providers. Some work may require travel within the region to support patient care at various locations. The schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m. No weekends or holidays are required.

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, Patients First experience for patients and visitors.
Investigate, triage, and resolve patient issues using the established HEART model.
Create a welcoming and professional environment and support positive patient experiences.
Capture and verify referrals and cancellation reasons, insurance coverage, and physician data.
Accurately provide patient estimates for services.
Identify patients who may need financial counseling, facilitate payment, align insurance coverage with the service, 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-services 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 and 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.