Patient Service Specialist

ccf; Lakewood (OH); On-site; USD 34,000 - 45,000; Full time

Job summary

Cleveland Clinic Lakewood Family Health Center in Lakewood, OH is seeking a Patient Service Specialist to deliver a first-rate patient experience from arrival through departure. You will handle phone triage, registration, insurance verification and co-pay collection, while guiding patients to MyChart and scheduling services.

This role supports a fast-paced ambulatory environment and offers opportunities to advance within the Cleveland Clinic Health System.

Qualifications

• High School Diploma or GED with 2 years of patient registration or customer service experience.
• An Associate's Degree with 1 year of experience or a Bachelor's Degree may substitute.
• Experience delivering excellent customer service and handling conflicts.

Responsibilities

• Provide a comprehensive patient-first experience from arrival to departure.
• Handle phone triage, registration, insurance eligibility and co-pay collection.
• Verify insurance coverage and assist with scheduling and referrals.
• Educate patients on MyChart and Appointment Pass usage.
• Enter and maintain confidential patient information accurately.
• Support front-end technology adoption and guiding patient interactions.

Skills

Customer service

Conflict resolution

Typing speed 30 wpm

Education

High School Diploma or GED

Associate's Degree

Bachelor's Degree

Tools

MyChart

Appointment Pass

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

Lakewood

Facility

Lakewood Family Health Center

Department

Administration-Ambulatory Operations

Job Code

B15028

Shift

Days

Schedule

8:00am-4:30am/8:30am-5:00pm

Job Summary

Job Details

Cleveland Clinic Lakewood Family Health Center is happy to bring a new generation of healthcare to Lakewood. Our focus is on providing top-quality care, outstanding service, strong educational programs and community investment. Cleveland Clinic provides a dynamic and technologically advanced environment that allows you to discover, learn and grow.

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 part-time from 8:00 a.m. - 4:30 p.m. and 8:00 a.m. - 12:00 p.m.

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 Equal Employment Opportunity poster.

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