Patient Service Specialist – Outpatient Imaging

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

Job summary

Cleveland Clinic Mercy Hospital in Canton, Ohio, is seeking a Patient Service Specialist to support front-desk operations and patient flow across the Emergency Department, admissions, surgery/registration, radiology, chronic care and laboratory services.

You will provide a welcoming, professional environment with top‑notch customer service, assist with MyChart and Appointment Pass training, and help resolve patient issues using the HEART model while ensuring accurate data entry.

Qualifications

• Minimum high school diploma with experience in patient registration or scheduling.
• Knowledge of PC Windows applications for data entry.
• Experience in customer service and conflict resolution.
• Ability to perform basic math for processing insurance co-pays.
• Excellent interpersonal skills for sensitive patient interactions.

Responsibilities

• Assist in patient registration and pre-visit workflows.
• Handle co-pay collection and verify insurance.
• Schedule appointments and manage patient flow.
• Provide front-end tech support for MyChart and Appointment Pass.
• Greet patients and resolve issues using HEART model.
• Support billing functions and staff communication.

Skills

Customer service

Conflict resolution

Front-desk operations

Phone triage

Billing / insurance processing

MyChart training

Appointment Pass training

Education

High School Diploma or GED

Associate degree

Bachelor's degree

Tools

MyChart

Appointment Pass

Billing software

Job description

Join Cleveland Clinic Mercy Hospital and experience world‑class healthcare at its best. Officially becoming a full member of the Cleveland Clinic Health System in 2021, Mercy Hospital offers a wide variety of medical specialties to the communities in and around Stark County. Here, 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. As a Patient Service Specialist, you will help facilitate a positive experience for patients and their families by supporting areas such as Emergency Department, admissions, surgery/registration, radiology, chronic care and laboratory services. Using your customer service skills, you can assist in ensuring the unit runs smoothly and patients feel informed and at ease. This role is a great steppingstone to other careers within customer service and other departments with Cleveland Clinic.

A caregiver in this role works days from 6:30 a.m. - 3:00 p.m. or 8:00 a.m. - 4:30 p.m. with weekend and holiday rotation requirements.

A caregiver who excels in this role will:

• Provide a comprehensive, proactive, and "Patients First" experience for all patients and visitors.
• Create a welcoming, professional environment by demonstrating exceptional customer service aligned with Cleveland Clinic's START with Heart and HEART models.
• Proactively assist patients and visitors in waiting areas, greet patients, resolve issues, and deliver effective service recovery.
• Investigate, triage, and resolve patient issues using the HEART model to ensure a stellar patient experience.
• Perform front-desk operations including patient registration, visit preparation, pre-visit workflows, co-pay collection, arrival and departure desk activities, and patient/record tracking.
• Verify insurance, collect and enter billing and payment information accurately.
• Screen and schedule interpreter services as needed.
• Conduct telephone triage, follow phone etiquette standards, relay staff messaging, and generate provider reschedules.
• Support billing functions while ensuring compliance with organizational quality and productivity standards.
• Enter and maintain accurate and confidential patient data, including insurance and demographic information.
• Encourage and assist patients in using front-end technologies; provide hands-on training for tools such as MyChart and Appointment Pass.
• Support caregivers and providers in understanding and using front-end technologies to enhance workflow.
• Recruit, enroll, and educate patients on MyChart and Appointment Pass to increase utilization and improve the overall patient experience.

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
• Knowledge of PC window applications sufficient to input and retrieve data
• Experience with providing customer service and conflict resolution
• Ability to perform basic math sufficient to process insurance co-pays
• High level of customer service experience, exemplary interpersonal skills and ability to interact with patients and families in a wide variety of sensitive situations.

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.).