Patient Service Specialist

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

Job summary

Cleveland Clinic Akron General Bath Health and Wellness Center in Akron, OH is seeking a Patient Service Specialist to deliver a welcoming, patient-first experience from arrival to departure. You will handle registration, scheduling and insurance tasks while guiding patients through MyChart and appointment preparations.

The role supports a team-focused front desk environment. Typical hours are from 7:00 a.m. to 3:30 p.m. or 6:15 a.m. to 2:45 p.m., with every third Saturday morning shift.

Qualifications

• High School Diploma or GED and two years of experience in patient registration, appointment scheduling, insurance processing or customer service.
• Associate’s Degree plus one year of experience or a Bachelor’s Degree.
• Demonstrated experience in providing exceptional customer services and conflict resolution.

Responsibilities

• Provide patient registration, visit preparation, scheduling and telephone triage.
• Verify insurance, collect co-pays and manage patient records.
• Capture referrals, cancellation reasons and physician data accurately.
• Educate patients on MyChart enrollment and appointment access.
• Support front-end technology use and assist with interpreter scheduling as needed.
• Maintain quality metrics for patient experience and first contact resolution.

Education

High School Diploma or GED

Associate's Degree

Bachelor's Degree

Job description

As part of Cleveland Clinic Akron General Hospital, the Bath Health and Wellness Center offers patient-friendly primary care and specialty services to the surrounding community. Our expert physicians and caregivers continuously aim to create a welcoming and supportive environment for patients of all ages. Here, you will receive endless appreciation and encouragement 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, your responsibility is to deliver an exceptional experience to patients, families and visitors, from the moment they enter to the time they return home. You will assist them with everything from scheduling and pre-registration to MyChart enrollment and visit preparations. This role is a great steppingstone for others within Customer Service and various departments within Cleveland Clinic.

A caregiver in this position works days from of 7:00 a.m. – 3:30 p.m. or 6:15 a.m. – 2:45 p.m. with every 3rd Saturday from 7:30 a.m. – 11:30 a.m. or 8:00 a.m. – 12:00 p.m.

A caregiver who excels in this role will:

• 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 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

Minimum qualifications for the ideal future caregiver include:

• 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

Preferred qualifications for the ideal future caregiver include:

• 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.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.

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 displayed 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.).