Patient Service Specialist

Cleveland Clinic•Weston, FL

1d•Onsite

About The Position

Join the Cleveland Clinic team at Krupa Center – Weston where you will work alongside passionate caregivers and provide patient-first healthcare. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world. 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 particular Patient Service Specialist will support the Physical Therapy team. Here, you will see the patient experience from start to finish. Your day-to-day focus will be on providing back-end clerical support, as well as answering phones, front-end and clerical support for appointments and confirming patients have checked in upon arrival. This role is a great steppingstone to other careers within customer service and other departments with Cleveland Clinic. A caregiver in this position works Monday-Friday from 9:00AM – 5:00PM, with some flexibility needed on start/end times for business needs.

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
Excellent communication and organizational skills

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 system experience
Customer service experience in a medical setting

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.