Patient Service Specialist

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

Job summary

Cleveland Clinic’s Mentor Medical Office Building is hiring a Patient Service Specialist to deliver a patient-first experience, manage registrations and scheduling, and assist with insurance and front-desk duties.

The role involves telephone triage, interpreter-service coordination, and daily workflow support while maintaining high standards of service and accuracy in a fast-paced healthcare setting.

Qualifications

• High School Diploma or GED with 2 years in patient registration, appointment scheduling, insurance processing or customer service
• OR an Associate’s Degree with 1 year of experience
• OR a Bachelor’s Degree

Responsibilities

• Provide comprehensive, proactive patient-first service for patients and visitors
• Investigate, triage and resolve patient issues using the HEART model
• Create a welcome, professional environment and interact with patients to ensure outstanding experiences
• Perform patient registration, visit preparation, telephone triage, insurance verification, co-pay collection, patient and record tracking, scheduling, arrival/departure desk activities
• Screen and schedule interpreter services and enter/maintain confidential patient information
• Recruit, enroll and educate patients on MyChart and Appointment Pass
• Process daily workflow and maintain quality measures in patient experience and communications
• Generate staff/provider schedules and relay staff messaging

Skills

Patient registration

Appointment scheduling

Customer service

Telephone triage

Insurance processing

Data entry

MyChart education

Interpreter services scheduling

Education

High School Diploma or GED

Associate’s Degree

Bachelor’s Degree

Tools

MyChart

Appointment Pass

Job description

Join the Cleveland Clinic team at the Mentor Medical Office Building (MOB), where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

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. Here, you will demonstrate outstanding customer service skills and use evolving technology to manage a wide range of patient requests including appointment scheduling, patient registration, wayfinding, answering general questions and meeting needs. 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 days from 8:00AM – 5:00PM, including rotating weekend requirements.

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 outstanding 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.
• Recruit, enroll and educate patients on MyChart and Appointment Pass.
• Process the workflow for the day.
• Maintain measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork and medical terminology.
• Generate staff provider schedule 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 Associate’s Degree and one year of experience
• OR a Bachelor’s Degree
• Ability to perform basic math sufficient to process insurance co-pays
• Working knowledge of PC window applications

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.).