Patient Service Specialist
About The Position
The Patient Service Specialist works at Cleveland Clinic’s Twinsburg Family Health and Surgery Center, providing an exceptional experience to patients, families, and visitors. The role supports patients from arrival through departure by assisting with scheduling, pre-registration, MyChart enrollment, visit preparation, and other front-desk and service needs. It offers a potential steppingstone to other roles in Customer Service and departments across Cleveland Clinic. The position works variable shifts, including daytime hours, rotating evening shifts, and rotating Saturdays. Some work may require travel within the region to support patient care at various locations. The role involves maintaining confidential patient information, using front-end technology, and working in a fast-paced healthcare 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.
- Demonstrated experience providing exceptional customer service and resolving conflicts.
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 and ensure positive patient experiences.
- Capture and verify referrals, cancellation reasons, insurance coverage, and physician data.
- Provide accurate patient estimates for services.
- Identify patients who need financial counseling, facilitate payment, align insurance coverage with services, and process related insurance registration.
- 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.
- Encourage patient use of front-end technology and provide guidance, education, encouragement, and hands-on training.
- Enter and maintain confidential patient information.
- Recruit, enroll, and educate patients on MyChart and Appointment Pass.
- Follow up on MyChart and web appointment inquiries and contact patients about upcoming routine checkups.
- Maintain measured performance in quality, patient experience, first-call resolution, customer satisfaction, teamwork, and medical terminology.
- Generate staff and provider schedules.
- Relay staff messages.
- Participate in committees and initiatives as applicable.
- Travel within the region when needed to support patient care at various locations.
