Patient Experience Concierge & Scheduler

Cleveland Clinic; Chagrin Falls (OH); On-site; USD 25,000 - 33,000; Full time

Job summary

Welcome to Cleveland Clinic Chagrin Falls Family Health Center, a patient-focused facility offering primary care and specialty services. The Patient Service Specialist role includes appointment scheduling, patient registration, wayfinding, and answering general questions to ensure a seamless patient experience.

Responsibilities include triaging patient requests, maintaining confidential records, and guiding patients through MyChart and Appointment Pass.

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
• Ability to perform basic math sufficient to process insurance co-pays
• Working knowledge of PC window applications

Responsibilities

• Provide a comprehensive, proactive and “Patients First” experience for patients and visitors.
• Investigate, triage and resolve patient issues using the established HEART model.
• Create a welcome and professional environment, interact with patients and ensure outstanding patient experiences.
• Perform patient registration, visit preparation, telephone triage, insurance verification, co-pay collection, patient and record tracking, scheduling, arrival and/or departure desk activities and screening and scheduling of interpreter services.
• Enter and maintain confidential patient information.
• Recruit, enroll and educate patients on MyChart and Appointment Pass.
• Process the workflow for the day.
• Maintain measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork and medical terminology.
• Generate staff provider schedule and relay staff messaging.

Skills

Customer service

Appointment scheduling

Patient registration

Insurance processing

Wayfinding

Education

High School Diploma or GED

Associate's Degree

Bachelor's Degree

Job description

Welcome to Cleveland Clinic Chagrin Falls Family Health Center, a patient-focused facility offering primary care and specialty services. The Patient Service Specialist role includes appointment scheduling, patient registration, wayfinding, and answering general questions to ensure a seamless patient experience.

Responsibilities include triaging patient requests, maintaining confidential records, and guiding patients through MyChart and Appointment Pass.