Patient Service Specialist - Emergency Department

Cleveland Clinic; Port Saint Lucie (FL); On-site; USD 19,000 - 30,000; Full time

Job summary

Cleveland Clinic Tradition Hospital in Port St. Lucie, FL seeks a Patient Service Specialist to support the Emergency Department and float to other areas as needed. You will register patients, verify insurance, schedule appointments and help maintain timely room turnover.

The role requires excellent communication and organizational skills, with a flexible schedule including 24x7 shifts and weekend rotation. Training and growth opportunities are available.

Qualifications

• Experience in patient registration, scheduling or customer service is required.
• Proficiency with PC Windows applications and basic math for co-pays.
• Excellent communication and organization skills are essential.

Responsibilities

• Perform patient registration, visit preparation, scheduling and insurance verification.
• Assist with throughput in the Emergency Department and patient flow.
• Support front-end technology use to aid patient understanding.
• Enter and maintain confidential patient information and appointments.
• Provide a welcoming, professional environment for patients and families.
• Follow HEART model to triage and resolve patient issues.

Skills

Customer service

Communication

Organization

Education

High School Diploma or GED

Associate's Degree

Bachelor's Degree

Tools

Windows OS

Job description

Join Cleveland Clinic Tradition Hospital’s team of caregivers that provide top-quality patient care to the Port St. Lucie area. Opening its doors in 2013 and expanding in 2017, this state-of-the-art acute care facility has 177 patient rooms and offers a wide variety of services to meet community needs. Here, you will be supported as you follow your dreams and find where you belong, here at Tradition Hospital.

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. The PSS will primarily provide support for the Emergency Department but can float to other areas as needed. In this role, you will help with throughput in the department, making sure patients are discharged in a timely manner so rooms can be properly turned. 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 varying shifts, 24x7, with availability to work Monday-Friday and rotating weekends and holidays. The schedule will be provided six weeks in advance. Floating between Tradition Hospital and St. Lucie West will be required, 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.
• 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.
• Support front-end technology utilization to promote understanding and comfort levels in use by caregivers and providers.
• 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.
• 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.

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
• Working knowledge of PC window applications
• Ability to perform basic math sufficient to process insurance co-pays
• Excellent communication and organizational skills

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
• Insurance experience

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.