Patient Service Specialist

Cleveland Clinic•Stuart, FL

7d•Onsite

About The Position

Join Cleveland Clinic’s Martin South Hospital where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. This 100-bed hospital provides top-quality patient care to the communities in and around Martin County. Here, you will work alongside passionate physicians, nurses, and other caregivers in a family-oriented, supportive environment. Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission. Patient Service Specialists deliver what matters most to our patients and their families, ensure exceptional experiences and thrive on making positive impacts in the community. This specific PSS will support the Emergency Department and Outpatient Department through greeting patients, identifying the need of service, collecting registration, wayfinding and more. The Patient Service Specialist role is a great steppingstone to other careers within customer service and other departments with Cleveland Clinic. A caregiver in this position works 7:30AM – 4:00PM or 6:00AM – 2:30PM, with availability Monday-Friday and rotating weekends and holidays.

Requirements

High School Diploma or GED and two years of experience in patient registration, appointment scheduling, insurance processing or customer service 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
Medical office or insurance experience

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.