Patient Experience Specialist — Mon–Thu, No Weekends

Cleveland Clinic; Massillon (OH); On-site; USD 22,000 - 29,000; Full time

Job summary

Cleveland Clinic Mercy Hospital Urgent and Outpatient Care in Massillon is seeking a Patient Service Specialist to deliver a Patient First experience, handling registration, scheduling, insurance verification and financial counseling within a fast-paced front desk setting.

Responsibilities include triage, referrals, appointment coordination and MyChart education while maintaining high standards of patient satisfaction and accuracy.

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 established HEART model.
• Create a welcoming 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 align insurance coverage to services.
• Perform patient registration, visit preparation, telephone triage, insurance verification, co-pay collection, record tracking, scheduling, arrival/departure activities and interpreter services.
• Encourage patient use of front-end technology; provide guidance, 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 about 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.
• Some Patient Service Specialist work may require travel within the region to support patient care in various locations

Skills

Customer service

Conflict resolution

Communication

Education

High School Diploma or GED

Associate’s Degree

Bachelor’s Degree

Tools

MyChart

Appointment Pass

Insurance verification systems

Job description

Cleveland Clinic Mercy Hospital Urgent and Outpatient Care in Massillon is seeking a Patient Service Specialist to deliver a Patient First experience, handling registration, scheduling, insurance verification and financial counseling within a fast-paced front desk setting.

Responsibilities include triage, referrals, appointment coordination and MyChart education while maintaining high standards of patient satisfaction and accuracy.