Patient Service Specialist

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

Job summary

Cleveland Clinic Akron General in Fairlawn, Ohio, seeks a Patient Service Specialist to deliver an exceptional patient experience from arrival to departure. You will handle phone triage, registration, insurance verification, co-pay collection, scheduling, and referrals while guiding patients through MyChart and appointment processes. Typical hours are Monday–Friday, 7:30 a.m.

to 4:00 p.m. or 8:00 a.m. to 4:30 p.m., with occasional travel to nearby offices.

Qualifications

• High School Diploma or GED with 2 years in patient registration or related service, or an Associate’s/Bachelor’s degree.
• Experience delivering exceptional customer service and conflict resolution.
• Knowledge of medical terminology.
• Ability to type at least 30 words per minute.

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 welcoming, professional environment and interact with patients to ensure stellar experiences.
• Capture and verify referrals, cancellation reasons, and insurance coverage data.
• Provide patient estimates for services as needed.
• Identify patients needing financial counseling and align insurance coverage to services.
• Register patients, prepare visits, perform telephone triage, verify insurance and collect co-pays.
• Schedule appointments and manage patient and record tracking; arrange interpreter services as needed.
• Encourage use of front-end technology; train patients on MyChart and Appointment Pass.
• Enter and maintain confidential patient information.
• Educate patients on MyChart and Appointment Pass enrollment.
• Follow up with patients via MyChart and web appointment inquiries.
• Maintain quality metrics in patient experience and teamwork.
• Generate staff provider schedules and relay messages.
• May participate on committees and regional travel may be required.

Skills

Customer service

Conflict resolution

Typing 30 wpm

Medical terminology

Education

High School Diploma or GED

Associate’s Degree

Bachelor’s Degree

Tools

MyChart

Job description

Join Cleveland Clinic’s Akron General Summit Medical Office Building located in Fairlawn, Ohio, and become a part of one of the most respected healthcare organizations in the world. Mercy Hospital Health Center of North Canton is part of Mercy Hospital, which officially became a full member of the Cleveland Clinic Health System in 2021.

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. In this role, you will assist patients with everything from phone triage, registration, insurance eligibility and collecting co-payments to self-screening and scheduling services. This position provides a strong foundation to advance in your career within various departments at the Cleveland Clinic.

A caregiver in this position works days on Monday – Friday from 7:30 a.m. – 4:00 p.m. or 8:00 a.m. – 4:30 p.m.

Traveling to other offices around the Fairlawn Geo-Bubble may be required, as needed. All locations are within 5 miles of each other.

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.).