Patient Service Specialist

Cleveland Clinic•Brunswick, OH

1d•Onsite

About The Position

The Patient Service Specialist works at Cleveland Clinic’s Brunswick Family Health Center and supports the Brunswick Express Care location. The role provides a comprehensive, proactive, patient-first experience for patients and visitors, helping ensure professional and welcoming interactions and resolving patient concerns using the established HEART model. The position includes patient registration and visit preparation, scheduling, insurance verification and processing, copay collection, patient estimates, record tracking, telephone triage, and arrival and departure desk activities. It also involves helping patients use front-end technology, enrolling and educating patients on MyChart and Appointment Pass, and conducting follow-up outreach related to inquiries and routine checkups. The caregiver maintains confidential patient information, captures and verifies referral, cancellation, insurance, and physician information, identifies patients who may need financial counseling, generates staff provider schedules, and relays staff messages. Performance is measured in areas including quality, patient experience, first-call resolution, customer satisfaction, teamwork, and medical terminology. Some work may require travel within the region to support patient care at other locations. The position works variable shifts, typically 11:00 a.m. to 8:30 p.m., with varying weekend shifts from 7:45 a.m. to 3:30 p.m. and occasional holidays. Physical requirements include operating a PC and other office equipment, extended periods of standing, walking, or sitting, navigating multiple locations in a fast-paced environment, and lifting and transporting up to 25 pounds. Standard precautions and required personal protective equipment must be followed.

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.
Dexterity sufficient to operate a PC and other office equipment.
Ability to stand, walk, or sit for extended periods.
Good visual acuity through normal or corrected vision.
Ability to navigate various locations and function in a fast-paced, hectic environment.
Ability to lift and transport up to 25 pounds.
Follow standard precautions and use personal protective equipment as required.

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, patient-first experience for patients and visitors.
Investigate, triage, and resolve patient issues using the established HEART model.
Create a welcoming, professional environment and support exceptional patient experiences.
Capture and verify referrals, cancellation reasons, insurance coverage, and physician data.
Provide accurate patient estimates for services.
Identify patients needing financial counseling, facilitate payment, align insurance coverage with services, and process related insurance registration.
Perform patient registration, visit preparation, telephone triage, insurance verification, copay collection, patient and record tracking, scheduling, and arrival or departure desk activities.
Screen and schedule interpreter services.
Encourage patient use of front-end technology and provide 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 performance in quality, patient experience, first-call resolution, customer satisfaction, teamwork, and medical terminology.
Generate staff provider schedules and relay staff messages.
Participate in committees and initiatives as applicable.
Travel within the region when needed to support patient care at various locations.