Patient Service Specialist

Cleveland Clinic•Rocky River, OH

About The Position

The Patient Service Specialist delivers an exceptional, patient-first experience to patients, families, and visitors, from arrival through departure. The role supports patients with scheduling, pre-registration, MyChart enrollment, and visit preparation, while helping create a welcoming and professional environment. It also involves resolving patient concerns, coordinating registration and insurance processes, providing patient estimates, and encouraging patients to use front-end technology. This position may require travel within the region to support patient care at various locations. The schedule is Tuesday from 11:30 a.m. to 8:00 p.m.; Monday and Wednesday through Friday from 8:30 a.m. to 5:00 p.m.; and rotating weekends from 7:45 a.m. to 12:00 p.m. No holidays are scheduled.

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 conflict resolution.

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.
Capture and verify referrals, cancellation reasons, insurance coverage, and physician data.
Accurately provide estimates for patient services.
Identify patients who need financial counseling, facilitate payment, align insurance coverage to the service provided, 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 by providing guidance, education, 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 provider schedules.
Relay staff messages.
May participate on committees and contribute to initiatives.
May travel within the region to support patient care at various locations.