Patient Service Specialist

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

Job summary

The Cleveland Clinic is seeking a Patient Service Specialist to join the team and deliver exceptional patient experiences. You will handle patient registrations, referrals and scheduling while maintaining accurate records and delivering cost-effective care information.

You will travel between Akron/Fairlawn, Bath, Wooster and Kent locations as needed, ensuring smooth front-end operations and outstanding service across the network.

Qualifications

• Minimum qualifications include a high school diploma or GED and two years of experience in patient registration, appointment scheduling, insurance processing or customer service.
• Preferred qualifications include knowledge of medical terminology and typing speed (30 wpm).

Responsibilities

• Provide a comprehensive, proactive and patients-first experience for patients and visitors.
• Investigate, triage and resolve patient issues using the HEART model.
• Perform patient registration, visit preparation, insurance verification and scheduling.

Skills

Customer service

Conflict resolution

Typing speed

Medical terminology

Education

High School Diploma or GED

Associate’s Degree

Bachelor’s Degree

Job description

Join the Cleveland Clinic team where you will work alongside passionate caregivers and provide patient-first healthcare. You will work alongside dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

At The Spine and Pain Institute, our pain specialists work collaboratively with patients to help manage their pain so that they can get back to living their lives. Offering convenient outpatient treatment options at multiple locations, The Spine & Pain Institute offers a comprehensive team of pain management specialists to help eliminate your pain and get back to living.

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 must be available to work between the hours of 7:00 a.m. 4:30 p.m. and may be required to travel between the Akron/Fairlawn, Bath, Wooster and Kent locations based on staffing and operational needs.

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.).