Patient Service Specialist

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

Job summary

Cleveland Clinic’s Lorain Family Health & Surgery Center is seeking a Patient Service Specialist to deliver an exceptional patient experience from entry to departure. You will handle triage, registration, insurance eligibility and co-pay collection, while supporting interpreter scheduling and MyChart education.

The role requires a customer-service orientation, basic medical terminology knowledge, and flexibility for daytime shifts with potential evenings. Travel within the region may be required.

Qualifications

• High School Diploma or GED, plus two years of experience in patient registration, scheduling, insurance processing or customer service or an Associate’s/Bachelor’s degree as alternatives.

Responsibilities

• Provide patient registration, scheduling, insurance verification, co-pay collection and front-end assistance.
• Triage calls, assist with appointments and insurance eligibility, and guide patients through MyChart and appointment processes.

Education

High School Diploma or GED

Associate’s Degree

Bachelor’s Degree

Job description

Join Cleveland Clinic’s Lorain Family Health & Surgery Center and become a part of one of the most respected healthcare organizations in the world. This patient-friendly facility offers primary care, advanced outpatient surgery and a wide array of specialties providing patients with the world‑class care Cleveland Clinic is known for. Here, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation and build a rewarding career.

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 from of 8:30 a.m. – 5:00 p.m. with a possible evening shift of 10:15 a.m. – 6:45pm based on business needs and rotating weekends as needed.

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.).