Patient Service Specialist

Cleveland Clinic; Great Barrington (MA); Sur place; USD 37 000 - 48 000; Plein temps

Résumé du poste

Cleveland Clinic Fairview Hospital in Cleveland is seeking a Patient Service Specialist to deliver outstanding patient experiences in the Administration-Ambulatory Operations department. You will handle registration, scheduling, insurance verification and front-end services, ensuring a welcoming, efficient visit for every patient.

This role emphasizes HEART model for issue resolution, patient education, and use of MyChart and front-end technology.

Qualifications

• High School Diploma or GED with 2 years of experience OR an Associate’s Degree with 1 year OR a Bachelor’s Degree.
• Demonstrated experience in providing exceptional customer services and conflict resolution.

Responsabilités

• Provide comprehensive, proactive patient-first experiences for patients and visitors.
• Investigate, triage and resolve patient issues using the HEART model.
• Create a welcoming and professional environment for patients.
• Register patients, verify insurance, schedule visits and manage records.
• Explain patient estimates and assist with financial counseling needs.
• Promote use of front-end technology and MyChart to patients.

Connaissances

Customer service

Conflict resolution

Typing 30 wpm

Formation

High School Diploma or GED

Associate’s Degree

Bachelor’s Degree

Outils

MyChart

Description du poste

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

Cleveland

Facility

Fairview Hospital

Department

Administration-Ambulatory Operations

Job Code

B15028

Shift

Days

Schedule

8:00pm-4:30pm

Job Summary

Job Details

Join Cleveland Clinic Fairview Hospital and experience world-class healthcare at its best. Cleveland Clinic Fairview Hospital is a proud Magnet Hospital awarded by the American Nurses Credentialing Center, the highest honor an organization can receive for professional nursing practice. On our team, you will provide stellar care at one of the top healthcare organizations in the nation.

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. 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 Monday – Friday from 8:00 a.m. – 4:30 p.m. No weekends or holidays are required.

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.

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.