Appointment Center Patient Service Specialist

Cleveland Clinic; Beachwood (OH); Hybrid; USD 22,000 - 30,000; Full time

Benefits offered by this job

403(b) Savings & Investment Plan

Investment Pension Plan (IPP)

Paid Time Off (PTO)

Employee Discounts

Dental and Vision Plans

Life Insurance and Disability

Job summary

Cleveland Clinic is seeking a Patient Service Specialist for the Appointment Center. The role focuses on delivering an exceptional patient experience from first contact through the final exit, including scheduling and insurance verification.

The position begins at the CC Administrative Campus in Beachwood, with remote work possible after training, typically Monday–Friday, 8:30am–5:00pm. The ideal candidate will have strong customer service skills, familiarity with Epic scheduling, and the

Qualifications

• High School Diploma/GED plus three years of high-touch customer service experience or Bachelor’s Degree.
• Epic experience or completion of Epic scheduling and registration training.

Responsibilities

• Provide customer service to patients, physicians and other callers in a closely monitored call center environment by scheduling appointments, verifying insurance data and coordinating clinic-wide resources.
• Direct callers to the appropriate scheduling area and provide special instructions.
• Determine the appointment type and urgency, then schedule the appointment.
• Communicate scheduling information, instructions and directions.
• Capture and verify referrals, cancellation reasons, insurance coverage and physician data.
• Resolve scheduling issues between patients and providers, then review and confirm appointments.

Skills

Customer service

Call center

Typing 25 WPM

Education

Bachelor's Degree

Tools

Epic scheduling and registration

Job description

Join the Cleveland Clinic team where you will work alongside passionate caregivers and make a lasting, meaningful impact on patient care. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world.

Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission. As a Patient Service Specialist in the Appointment Center, your responsibility is to deliver an exceptional experience to patients, families and caregivers, from the moment they call to the final “Goodbye.” You will assist them with everything from scheduling to insurance verification. This role is a great steppingstone to others within Customer Service and various departments within Cleveland Clinic.

Caregivers will be stationed at CC Administrative Campus in Beachwood, then will be remote. The training will last roughly 3 - 4 months. A caregiver in this position works Monday through Friday from 8:30am to 5:00pm with no weekend requirements.

A caregiver who excels in this role will:

• Provide customer service to patients, physicians and other callers in a closely monitored call center environment by scheduling appointments, verifying insurance data and coordinating clinic-wide resources.
• Direct callers to the appropriate scheduling area and provide special instructions.
• Determine the appointment type and urgency, then schedule the appointment.
• Communicate scheduling information, instructions and directions.
• Capture and verify referrals, cancellation reasons, insurance coverage and physician data.
• Resolve scheduling issues between patients and providers, then review and confirm appointments.
• Identify patients in need of financial counseling, align correct insurance coverage with type of service provided and process insurance registration.
• Adhere to strict call center metrics.

Minimum qualifications for the ideal future caregiver include:

• High School Diploma/GED and three years of high touch customer service experience, three years of Cleveland Clinic Epic experience or completion of the Cleveland Clinic Epic scheduling and registration and appointment center training OR Bachelor’s Degree
• Ability to type 25 WPM

Why You’ll Love Working with Us:

• 403(b) Savings & Investment Plan
• Investment Pension Plan (IPP)
• Paid Time Off (PTO)
• Employee Discounts
• Dental and Vision Plans
• Life Insurance and Disability

Physical Requirements:

• Typical physical demands include a high degree of dexterity to produce material on a PC; normal or corrected vision and hearing.
• Requires constant sitting and data entry with a headset.
• Requires occasional lifting or carrying of up to 25 pounds.

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required.

call center, customer service, administrative, dispatcher, bank teller, customer support

Pay Range:

Minimum hourly: $15.75

Maximum hourly: $21.65

The pay range displayed on this job posting reflects the anticipated range for new hires. A successful candidate’s actual compensation will be determined after taking factors into consideration such as the candidate’s work history, experience, skill set and education. The pay range does not include any applicable pay practices (e.g., shift differentials, overtime, etc.). The pay range does not include the value of Cleveland Clinic’s benefits package (e.g., healthcare, dental and vision benefits, retirement savings account contributions, etc.).