Patient Service Specialist

Cleveland Clinic; Vero Beach (FL); On-site; USD 36,000 - 48,000; Full time

Job summary

Cleveland Clinic Indian River Hospital is seeking a Patient Service Specialist to support front-end patient access, registration, scheduling and insurance verification. This role emphasizes a “Patients First” approach and collaborative teamwork in a fast-paced hospital setting on the Treasure Coast.

The ideal candidate will have strong customer service skills, experience with MyChart, and comfort with Windows-based systems, while contributing to high-quality patient experiences and efficient

Qualifications

• High School Diploma or GED with 2 years of experience in patient registration, appointment scheduling, insurance processing or customer service.
• OR Associate’s Degree with 1 year of experience.
• OR Bachelor’s Degree.
• Working knowledge of PC Windows applications.
• Ability to perform basic math sufficient to process insurance co-pays.

Responsibilities

• Provide a comprehensive, proactive and “Patients First” experience for patients and visitors.
• Investigate, triage and resolve patient issues using HEART model.
• Create a welcoming and professional environment, interact with patients and ensure stellar patient experiences.
• Perform patient registration, visit preparation, telephone triage, insurance verification, co-pay collection, patient and record tracking, scheduling and interpreter services scheduling.
• Enter and maintain confidential patient information.
• Encourage patient utilization of front-end technology and provide guidance and hands-on training for MyChart and Appointment Pass.
• Conduct follow-ups to MyChart and web appointment inquiries with patients.
• Process the workflow for the day and support process improvement efforts.
• Maintain measured performance in quality, patient experience, first-call resolution, customer satisfaction and teamwork.

Skills

Customer service

Appointment scheduling

Insurance processing

Patient registration

MyChart training

Education

High School Diploma or GED

Associate’s Degree

Bachelor’s Degree

Tools

MyChart

Windows PCs

Job description

Join our team at Cleveland Clinic Indian River Hospital and experience world-class patient care at its best. Located in sunny Florida’s Treasure Coast, Indian River Hospital is committed to providing optimal family- and community-focused services. Here, you will be part of a collaborative, compassionate, and innovative team of caregivers. You will work with state-of-the-art technology and will 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. As a Patient Service Specialist, you will help facilitate a positive experience for patients and their families who are visiting Indian River Hospital. Patient Service Specialists manage a wide variety of patient requests including appointment scheduling, patient registration, wayfinding and other general questions. It’s vital that our Patient Service Specialists ensure stellar and efficient patient experiences, reduce financial loss and ensure compliance. This is an excellent opportunity for someone who seeks to enhance their customer service skills through learning and growth opportunities.

A caregiver in this position works days from 7:30AM – 4:00PM or 7:00AM – 3:30PM.

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 welcoming and professional environment, interact with patients and ensure stellar 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.
• Encourage patient utilization of front-end technology and provide guidance, encouragement, education and hands‑on training.
• 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.
• Process the workflow for the day.
• Support and participate in process improvement efforts.
• Maintain measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork and medical terminology.
• Generate staff provider schedules 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 Associate’s Degree and one year of experience
• OR Bachelor’s Degree
• Working knowledge of PC window applications
• Ability to perform basic math sufficient to process insurance co-pays

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

Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.