Patient Experience & Scheduling Specialist

Cleveland Clinic; Elyria (OH); On-site; USD 22,000 - 30,000; Full time

Job summary

Cleveland Clinic is seeking a Patient Service Specialist to deliver an exceptional, patient-first experience from scheduling and pre-registration to MyChart enrollment. You will assist patients, families and visitors, verify insurance, manage registrations and coordinate visit preparations in a fast-paced health system.

Ideal candidates have a high school diploma or GED with customer service experience, or higher education, strong communication skills and comfort with medical terminology.

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.
• Demonstrated experience in providing exceptional customer services and conflict resolution

Responsibilities

• Provide a comprehensive, proactive and “Patients First” experience for patients and visitors.
• Investigate, triage and resolve patient issues using the HEART model.
• Create a welcome and professional environment, interact with patients and ensure stellar patient experiences.
• Capture and verify referrals and cancellation reasons, insurance coverage and physician data.
• Responsible for appropriately and accurately providing patient estimates for patient services.
• Identify 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.
• 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.
• Encourage patient utilization of front-end technology, provides guidance, encouragement, education and hands‑on training.
• Enter and maintain confidential patient information.
• Recruit, enroll and educate patients on MyChart and Appointment Pass.
• Conduct follow‑ups to MyChart, web appointment inquiries and outreach to patients informing them of upcoming routine checkups.
• Maintain measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork and medical terminology.
• Generate staff provider schedules.
• Relay 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

Skills

Patient registration

Appointment scheduling

Insurance processing

Customer service

Education

High School Diploma or GED

Associate’s Degree

Bachelor’s Degree

Job description

Cleveland Clinic is seeking a Patient Service Specialist to deliver an exceptional, patient-first experience from scheduling and pre-registration to MyChart enrollment. You will assist patients, families and visitors, verify insurance, manage registrations and coordinate visit preparations in a fast-paced health system.

Ideal candidates have a high school diploma or GED with customer service experience, or higher education, strong communication skills and comfort with medical terminology.