Patient Service Specialist

Cleveland Clinic; Kelowna; On-site; CAD 40,000 - 50,000; Full time

Job summary

A leading healthcare organization in Kelowna is seeking a dedicated individual to join their team in providing patient-first healthcare services. The role involves assisting patients with registration, appointment scheduling, and supporting front-end technologies. Ideal candidates will have experience in customer service, knowledge of insurance processing, and strong communication skills. You will thrive in a dynamic environment, delivering excellent service while adhering to quality standards.

Qualifications

• 2+ years in patient registration or customer service.
• Experience with insurance processing preferred.
• Ability to type at least 30 words per minute.

Responsibilities

• Provide a 'Patients First' experience for all patients.
• Perform front-desk operations including registrations.
• Assist patients with healthcare technologies.

Skills

Customer service

Conflict resolution

Basic math

Knowledge of PC applications

Education

High School Diploma or GED

Associate's Degree

Bachelor's Degree

Job description

Overview

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient‑first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will receive endless support and appreciation and build a rewarding career with one of the most respected healthcare organizations in the world.

Responsibilities

• Provide a comprehensive, proactive, and "Patients First" experience for all patients and visitors.
• Create a welcoming, professional environment by demonstrating exceptional customer service aligned with Cleveland Clinic's START with Heart and HEART models.
• Proactively assist patients and visitors in waiting areas, greet patients, resolve issues, and deliver effective service recovery.
• Investigate, triage, and resolve patient issues using the HEART model to ensure a stellar patient experience.
• Perform front‑desk operations including patient registration, visit preparation, pre‑visit workflows, co‑pay collection, arrival and departure desk activities, and patient/record tracking.
• Verify insurance, collect and enter billing and payment information accurately.
• Screen and schedule interpreter services as needed.
• Conduct telephone triage, follow phone etiquette standards, relay staff messaging, and generate provider reschedules.
• Support billing functions while ensuring compliance with organizational quality and productivity standards.
• Enter and maintain accurate and confidential patient data, including insurance and demographic information.
• Encourage and assist patients in using front‑end technologies; provide hands‑on training for tools such as MyChart and Appointment Pass.
• Support caregivers and providers in understanding and using front‑end technologies to enhance workflow.
• Recruit, enroll, and educate patients on MyChart and Appointment Pass to increase utilization and improve the overall patient experience.

Qualifications

• 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
• Knowledge of PC window applications sufficient to input and retrieve data
• Experience with providing customer service and conflict resolution
• Ability to perform basic math sufficient to process insurance co‑pays

Preferred Qualifications

• Knowledge of medical terminology
• Ability to type a minimum of 30 words per minute or demonstrable personal computer keyboard skills

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.

PPE

Follows standard precautions using personal protective equipment as required.

EEO

The policy of Cleveland Clinic Health System and its system hospitals is to provide equal opportunity to all applicants and employees in a 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 includes annual influenza vaccination or an approved exemption. Employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to protected characteristics. Cleveland Clinic Health System is a equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities.