Patient Service Specialist – Physical Therapy

Cleveland Clinic•Stow, OH

1d•Onsite

About The Position

The Patient Service Specialist at Cleveland Clinic Akron General’s Stow Health and Wellness Center provides an exceptional experience for patients, families, and visitors. The position supports patient access and care through scheduling, pre-registration, visit preparation, MyChart enrollment, insurance-related processes, and other front-desk services. The facility offers primary care, emergency care, specialty services, and a medically based fitness program. The role works a day schedule of 10:00 a.m.–6:00 p.m. or 9:30 a.m.–5:30 p.m., including four Saturdays per year from 8:00 a.m.–12:00 p.m. Some work may require travel within the region to support patient 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.
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.

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 help ensure excellent patient experiences.
Capture and verify referrals, cancellation reasons, insurance coverage, and physician information.
Provide accurate patient estimates for 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 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.
Participate in committees and initiatives as needed.