Patient Service Specialist

Cleveland Clinic•Lakewood, OH

2d•Onsite

About The Position

Cleveland Clinic Health System is committed to a better future for healthcare, and each employee is responsible for honoring this commitment to excellence, pushing boundaries, and transforming the patient experience daily. The Cleveland Clinic Lakewood Family Health Center is expanding its healthcare services in Lakewood, focusing on top-quality care, outstanding service, strong educational programs, and community investment. Cleveland Clinic offers a dynamic and technologically advanced environment for discovery, learning, and growth. As a cornerstone of their mission, Cleveland Clinic prioritizes exceptional customer service. The Patient Service Specialist is responsible for delivering an exceptional experience to patients, families, and visitors from arrival to departure. This role involves assisting patients with phone triage, registration, insurance eligibility, co-payment collection, self-screening, and service scheduling. This position serves as a strong foundation for career advancement within various Cleveland Clinic departments.

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
Demonstrated experience in providing exceptional customer services and conflict resolution

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 and “Patients First” experience for patients and visitors.
Investigate, triage and resolve patient issues using the established HEART model.
Create a welcome and professional environment, interact with patients and ensure stellar patient experiences.
Capture and verify referrals and cancellation reasons, insurance coverage and physician data.
Responsible for appropriately and accurately providing patient estimates for patient services.
Identify patients in need of financial counseling to facilitate payment and aligns insurance coverage to the type of service provided and processes this related insurance registration.
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.
Encourage patient utilization of front-end technology, provides guidance, encouragement, education and hands-on training.
Enter and maintain confidential patient information.
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.
Maintain measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork and medical terminology.
Generate staff provider schedules.
Relay staff messaging.
May participate on committees and have a role in initiatives.
Some Patient Service Specialist work may require travel within the region to support patient care in various locations.