Patient Service Specialist

Cleveland Clinic; Strongsville (OH); On-site; USD 45,130,000 - 62,036,000; Full time

Job summary

Cleveland Clinic's Strongsville Family Health and Surgery Center is hiring a Patient Service Specialist to deliver an exceptional patient experience from arrival to departure. In this role you will handle phone triage, registration, insurance verification, co-pay collection, and scheduling; you will assist with MyChart and interpreter services as needed.

Candidates should have a high school diploma or GED with experience in customer service or an associate/bachelor degree; strong communication

Qualifications

• Minimum qualifications include a High School Diploma or GED with 2 years of experience 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.
• Demonstrated experience in providing exceptional customer services and conflict resolution.

Responsibilities

• Provide a comprehensive, proactive and “Patients First” experience for patients and visitors.
• 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.
• 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 align insurance coverage to the type of service provided and processes this related insurance registration.
• Encourage patient utilization of front-end technology, provides guidance, encouragement, education and hands-on training.

Skills

Customer service

Phone triage

Registration

Scheduling

Insurance processing

Conflict resolution

Education

High School Diploma or GED

Associate’s Degree

Bachelor’s Degree

Tools

MyChart

Appointment Pass

Job description

When you join the Cleveland Clinic’s Strongsville Family Health and Surgery Center team, you become a caregiver at one of the most respected healthcare organizations in the world. This patient-friendly facility offers a wide array of services to provide patients with unparalleled care and support. Here, you will work alongside passionate and dedicated caregivers, receive endless 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 on Monday – Friday from 8:30 a.m. – 5:00 p.m. with one evening shift from 11:30 a.m. – 8:00 p.m. and rotating Saturdays every 4th week from 7:30 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.

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.).