Patient Service Specialist

ccf; United States; On-site; USD 38,000 - 48,000; Full time

Job summary

Cleveland Clinic Strongsville Family Health and Surgery Center is seeking a Patient Service Specialist to deliver a welcoming, patient-first experience. You will manage registration, scheduling, insurance eligibility and payments, while supporting phone triage and coordination of services.

Daytime shifts Monday through Friday with one evening shift and rotating Saturday coverage, in a fast-paced ambulatory setting.

Qualifications

• Excellent customer service and conflict resolution skills.
• Ability to communicate clearly with patients, families and staff.

Responsibilities

• Provide a comprehensive, patient-centered front-line experience for patients and visitors.
• Perform patient registration, scheduling, insurance eligibility checks and co-pay collection.
• Assist with phone triage, scheduling, referrals and coordinating with other departments.
• Support MyChart and appointment scheduling initiatives where applicable.
• Maintain accurate patient information and ensure confidentiality.

Education

High School Diploma or GED / related education

Associate's or Bachelor's degree (related)

Job description

Job Title

Patient Service Specialist

Location

Strongsville

Facility

Strongsville Fam Health Surg Center

Department

Administration-Ambulatory Operations

Job Code

B15028

Shift

Days

Schedule

8:30am-5:00pm/11:30am-8:00pm

Job Summary

Job Details

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.

Responsibilities

• 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