Patient Service Specialist - Emergency Department and Outpatient Admitting

Cleveland Clinic

8d•Onsite

About The Position

The Patient Service Specialist supports the Emergency Department and Outpatient Admitting at Cleveland Clinic Martin North Hospital in Stuart, Florida. The role focuses on providing patients and visitors with a welcoming, professional, “Patients First” experience and helping ensure efficient registration and other front-end services. Responsibilities include greeting patients, collecting registration information, providing wayfinding assistance, and transporting patients when needed. The position may also serve as a steppingstone to other customer service and Cleveland Clinic department careers. The caregiver works Monday through Friday with rotating weekends and holidays. Shifts are 10:00 a.m.–8:30 p.m. or 8:00 a.m.–6:30 p.m. The role requires frequent interaction with patients and visitors, work in a fast-paced environment, and use of a PC and other office equipment. Personal protective equipment is used according to standard precautions and as 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.
Working knowledge of PC window applications sufficient to input and retrieve data.
Ability to perform basic math sufficient to process insurance co-pays.
Excellent communication and organizational skills.

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, interact with patients, and support positive 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 use of front-end technology and provide guidance, education, and hands-on training.
Recruit, enroll, and educate patients on MyChart and Appointment Pass.
Process the workflow for the day.
Support and participate in process improvement efforts.
Maintain measured performance in quality, patient experience, first call resolution, customer satisfaction, teamwork, and medical terminology.
Generate staff provider schedules.
Assist with wayfinding and transport patients when needed.