Patient Service Specialist - Emergency Department

Cleveland Clinic•Stuart, FL

3d•Onsite

About The Position

The Patient Service Specialist supports the Emergency Department and Outpatient Admitting at Cleveland Clinic Martin South Hospital. The role focuses on delivering a positive experience for patients and their families through patient registration, wayfinding, and patient transportation when needed. The position also provides an opportunity to pursue other careers in customer service and other Cleveland Clinic departments. The caregiver works Monday through Friday on either a 10:00 a.m.–6:30 p.m. or 4:00 p.m.–12:30 a.m. schedule, with rotating weekends and holidays. The role requires maintaining confidential patient information, supporting front-end technology use, and processing daily workflows in a fast-paced environment.

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.
Working knowledge of PC Windows applications sufficient to input and retrieve data.
Ability to perform basic math sufficient to process insurance co-pays.
Dexterity sufficient to operate a PC and other office equipment.
Ability to stand, walk, or sit for extended periods.
Good visual acuity through normal or corrected vision.
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 Cleveland Clinic’s influenza prevention program, including annual vaccination or an approved exemption.

Nice To Haves

Knowledge of medical terminology.
Ability to type a minimum of 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, interact with patients, and ensure positive patient experiences.
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.
Support front-end technology utilization to promote caregivers’ and providers’ understanding and comfort using the technology.
Enter and maintain confidential patient information.
Recruit, enroll, and educate patients on MyChart and Appointment Pass.
Process the workflow for the day.
Participate in patient outreach, including proactive calls to support health maintenance and care compliance.
Assist with wayfinding and transport patients when needed.