Patient Service Specialist

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

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

Job Title

Patient Service Specialist

Location

South Russell

Facility

Chagrin Falls Family Health Center

Department

Administration-Ambulatory Operations

Job Code

B15028

Shift

Variable

Schedule

8:30am-5:00pm/11:00am-8:00pm

Job Summary

Job Details

Welcome to Cleveland Clinic Chagrin Falls Family Health Center, conveniently located on East Washington Street in Chagrin Falls. Our patient-friendly facility offers both Cleveland Clinic primary care physicians and specialists. In addition, our Center for LGBT Care offers respectful and expert primary care and transgender primary care for LGBT patients.

Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission. Patient Service Specialists deliver what matters most to our patients and their families, ensure exceptional experiences and thrive on making positive impacts in the community. Here, you will demonstrate outstanding customer service skills and use evolving technology to manage a wide range of patient requests including appointment scheduling, patient registration, wayfinding, answering general questions and meeting needs. The Patient Service Specialist role is a great steppingstone to other careers within customer service and other departments with Cleveland Clinic.

A caregiver in this position works days from 8:30AM – 5:00PM or 11:00AM – 8:00PM.

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 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.

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

• Ability to perform basic math sufficient to process insurance co-pays

• Working knowledge of PC window applications

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

• Previous healthcare experience

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.

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/

Please review the Equal Employment Opportunity poster.

Cleveland Clinic is pleased to be an equal employment opportunity employer.