Patient Service Specialist

Cleveland Clinic•Mayfield Heights, OH

5d•Onsite

About The Position

Join Cleveland Clinic and experience world-class healthcare at its best. Cleveland Clinic Hillcrest Hospital is a proud Magnet Hospital awarded by the American Nurses Credentialing Center, the highest honor an organization can receive for professional nursing practice. Here, you will work alongside a dedicated team of caregivers, receive endless support and appreciation, and build a rewarding career. Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission. As a Patient Service Specialist, you will help facilitate a positive experience for patients and their families by supporting areas such as Emergency Department, admissions, surgery/registration, radiology, chronic care and laboratory services. Using your customer service skills, you can assist in ensuring the unit runs smoothly and patients feel informed and at ease. This role is a great steppingstone to other careers within customer service and other departments with Cleveland Clinic. A caregiver in this position works days from 11:30 a.m. – 7:00 p.m. with one weekend per month and holiday rotation requirements.

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
Knowledge of PC window applications sufficient to input and retrieve data
Experience with providing customer service and conflict resolution
Ability to perform basic math sufficient to process insurance co-pays
Dexterity sufficient to operate a PC and other office equipment.
Requires extended periods of standing, walking or sitting.
Good visual acuity through normal or corrected vision.
Must be able to navigate various locations and function in a fast-paced, hectic environment.
Ability to lift and transport up to 25 pounds.
Follows standard precautions using personal protective equipment as required.

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 all patients and visitors.
Create a welcoming, professional environment by demonstrating exceptional customer service aligned with Cleveland Clinic’s START with Heart and HEART models.
Proactively assist patients and visitors in waiting areas, greet patients, resolve issues, and deliver effective service recovery.
Investigate, triage, and resolve patient issues using the HEART model to ensure a stellar patient experience.
Perform front-desk operations including patient registration, visit preparation, pre-visit workflows, co-pay collection, arrival and departure desk activities, and patient/record tracking.
Verify insurance, collect and enter billing and payment information accurately.
Screen and schedule interpreter services as needed.
Conduct telephone triage, follow phone etiquette standards, relay staff messaging, and generate provider reschedules.
Support billing functions while ensuring compliance with organizational quality and productivity standards.
Enter and maintain accurate and confidential patient data, including insurance and demographic information.
Encourage and assist patients in using front-end technologies; provide hands-on training for tools such as MyChart and Appointment Pass.
Support caregivers and providers in understanding and using front-end technologies to enhance workflow.
Recruit, enroll, and educate patients on MyChart and Appointment Pass to increase utilization and improve the overall patient experience.