Patient Service Specialist

Cleveland Clinic; Florida; On-site; USD 32,000 - 42,000; Full time

Job summary

Cleveland Clinic’s Martin South Hospital is seeking a Patient Service Specialist to greet patients, collect registration data, and support ED and outpatient throughput. The role emphasizes a pro-patient approach, proficient triage, and coordination of front-end tasks in a fast-paced environment.

The position supports patient registration, scheduling, insurance verification, and use of front-end technologies to improve patient experience. Weekend and holiday rotation may be required.

Qualifications

• High School diploma or GED with 2 years in patient registration, scheduling, insurance processing or customer service.
• Associates degree and 1 year of experience, or a Bachelor's degree.
• Working knowledge of PC Windows applications for data input/retrieval.
• Ability to perform basic math to process co-pays.

Responsibilities

• Provide a comprehensive, proactive and 'Patients First' experience for patients and visitors.
• Investigate, triage and resolve patient issues using the HEART model.
• Enter and maintain confidential patient information and manage registration tasks.
• Assist with MyChart and Appointment Pass enrollment and patient education.

Skills

Patient registration

Appointment scheduling

Insurance processing

Customer service

Telephone triage

Education

High School diploma or GED

Associates degree

Bachelor's degree

Tools

MyChart

Appointment Pass

Scheduling software

Job description

Join Cleveland Clinic's Martin South Hospital where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. This 100-bed hospital provides top-quality patient care to the communities in and around Martin County. Here, you will work alongside passionate physicians, nurses, and other caregivers in a family-oriented, supportive environment.

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. This specific PSS will support the Emergency Department and Outpatient Department through greeting patients, identifying the need of service, collecting registration, wayfinding and more. 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 7:30AM - 4:00PM or 6:00AM - 2:30PM, with availability Monday-Friday and rotating weekends and holidays.

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 welcoming and professional environment, interact with patients and ensure stellar 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.
• Encourage patient utilization of front-end technology and provide guidance, encouragement, education and hands-on training.
• 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.
• Process the workflow for the day.
• Support and participate in process improvement efforts.
• Maintain measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork and medical terminology.
• Generate staff provider schedules 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 Associates Degree and one year of experience
• OR a Bachelor's Degree
• Working knowledge of PC window applications sufficient to input and retrieve data
• Ability to perform basic math sufficient to process insurance co-pays

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
• Medical office or insurance 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.

Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.