Patient Service Specialist

Cleveland Clinic · Cleveland Clinic Administrative Campus

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At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

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Job Description: 

• Professionally investigates, triages, and resolves patient issues using the established HEART Model, ensuring patient’s visit is an outstanding experience.  Proactively assists patients to minimize patient issues.
• Creates a welcoming and professional environment for our patients and visitors by demonstrating exceptional customer service based upon the expected service behaviors included in Cleveland Clinic’s START with Heart model.
• Proactively manages needs of our patients and visitors in our waiting areas, seeking opportunities to interact with patients by actively greeting patients when appropriate, resolving patient issues and providing service recovery.
• Performs patient registration, pre-visit, insurance verification, scheduling, arrival desk and/or departure desk activities according to standards and guidelines ensuring accuracy and an outstanding patient experience.
• Captures and verifies referrals and cancellation reasons, insurance coverage and physician data.
• Provides customer service to patients/Caregivers by coordinating services, directing callers to appropriate scheduling area and providing special instruction.
• Determines appointment type and urgency then schedules appropriately.  Communicates scheduling information, instructions and directions.
• Facilitates billing functions, accurately meeting compliance and organizational quality and productivity standards.
• Responsible for collection of patient copay payments resulting in accurate reconciliation of daily payments/collections.
• Responsible for appropriately and accurately providing patient estimates for patient services.
• Identifies patients in need of financial counseling to facilitate payment and aligns insurance coverage to the type of service provided and processes this related insurance registration.
• Enters and maintains confidential and accurate patient information including patient insurance, billing, and payment information.
• Encourages patient utilization of front-end technology, provides guidance, encouragement, education and hands-on training.
• Supports front-end technology utilization to promote understanding and comfort level in use by caregivers and providers.
• Recruits, enrolls and educates patients on MyChart and Appointment Pass impacting utilization rates and enhancing the patient experience. Conducts follow-ups to MyChart, web appointment inquiries and outreach to patients informing them of upcoming routine checkups.
• Processes the workflow for the day.
• Supports and adheres to compliance policies and procedures
• Supports and participates in process improvement efforts
• Follows standards and guidelines for telephone etiquette and service when interacting with patients over the phone.
• Maintains measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork and medical terminology.
• Generates staff provider schedules.
• Relays staff messaging
• May participate on committees and have a role in initiatives
• Some Patient Service Specialist work may require travel within the region to support patient care in various locations.
• Other duties as assigned,.

Education:

• High School Diploma or GED required

Certifications:

• None required.

Complexity of Work:

• Ability to perform basic math sufficient to process insurance co-pays.
• Working knowledge of PC window applications sufficient to input and retrieve data.
• Ability to partner with others as needed to trouble shoot and resolve general technology issues
• Ability to type a minimum of 30 words per minute (assessed at time of application) or demonstrable personal computer keyboard skills is preferred.
• Knowledge of medical terminology preferred
• A desire and commitment to provide the highest level of satisfaction in quality service, caring and compassion to patients, their families and visitors.
• Excellent communication and organizational skills are essential in order to successfully communicate with a diverse patient population and workforce.
• High level of customer service experience, exemplary interpersonal skills and ability to interact with patients and families in a wide variety of sensitive situations.
• Interest in learning new technology and troubling shooting to resolve minor technical issues.
• Easily adapts to changing technology, policies, procedures and processes.  
• Demonstrated interest in process improvement or adopting new processes and or technology.
• Demonstrated ability to understand and interpret medical insurance information.  
• Critical thinking, decisive judgment, and ability to work independently with minimal supervision in an often hectic environment.
• Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns.
• Demonstrated ability to switch from one task to another successfully in a fast-paced, ever changing environment. 

Work Experience:

• Two years of customer service, patient registration, appointment scheduling, insurance processing or concierge experience. 
• Demonstrated experience in providing exceptional customer services and conflict resolution
• Associate’s Degree can offset one years of required experience
• Bachelor’s Degree can offset the experience requirement

Physical Requirements:

• 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.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility. 

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/

Please review the Equal Employment Opportunity poster. 

Cleveland Clinic is pleased to be an equal employment opportunity employer.

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