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Cleveland Clinic Patient Service Specialist in Garfield Heights, Ohio

Job ID: 115022

Job Responsibilities:

  • Professionally investigates, triages, and resolves patient issues using the established HEART Model, ensuring patient’s visit is an outstanding experience. Proactively assists patients to minimize patient issues.

  • Creates a welcoming and professional environment for our patients and visitors by demonstrating exceptional customer service based upon the expected service behaviors included in Cleveland Clinic’s START with Heart model.

  • Proactively manages needs of patients and visitors in our waiting areas, seeking opportunities to interact with patients by actively greeting patients when appropriate, resolving patient issues and providing service recovery.

  • Performs patient registration, pre-visit, insurance verification, scheduling, arrival desk and/or departure desk activities according to standards and guidelines ensuring accuracy and an outstanding patient experience.

  • Performs point of service activities: visit preparation, co-pay collection, patient tracking and record tracking ensuring accuracy and an outstanding patient experience.

  • Facilitates billing functions, accurately meeting compliance and organizational quality and productivity standards.

  • Enters and maintains confidential and accurate patient information including patient insurance, billing, and payment information.

  • Encourages patient utilization of front-end technology, provides guidance, encouragement, education and hands-on training.

  • Supports front-end technology utilization to promote understanding and comfort level in use by caregivers and providers.

  • Recruits, enrolls, and educates patients on MyChart and Appointment Pass impacting utilization rates and enhancing the patient experience.

  • Processes the workflow for the day.

  • Supports and participates in process improvement efforts.

  • Performs telephone triage.

  • Follows standards and guidelines for telephones etiquette and service when interacting with patients over the phone.

  • Generates staff provider reschedules.

  • Relays staff messaging.

  • Performs screening and scheduling of interpreter services.

  • Effectively collaborates and communicates with clinical staff, i.e. providers, nurses and other support staff.

  • Supports and adheres to compliance policies and procedures.

  • May participate on committees and have a role in other Institute initiatives.

  • May participate in patient outreach activities such as proactive patient calls to assist with health maintenance and care compliance.

  • Other duties as assigned.

Education:

  • High School Diploma or GED required.

Certifications:

  • None required.

Complexity of Work:

  • Ability to perform basic math sufficient to process insurance co-pays.

  • Working knowledge of PC window applications sufficient to input and retrieve data.

  • Ability to partner with others as needed to trouble shoot and resolve general technology issues

  • Ability to type a minimum of 30 words per minute (assessed at time of application) or demonstrable personal computer keyboard skills is preferred.

  • Knowledge of medical terminology preferred

  • A desire and commitment to provide the highest level of satisfaction in quality service, caring and compassion to patients, their families and visitors.

  • Excellent communication and organizational skills are essential in order to successfully communicate with a diverse patient population and workforce.

  • High level of customer service experience, exemplary interpersonal skills and ability to interact with patients and families in a wide variety of sensitive situations.

  • Interest in learning new technology and troubling shooting to resolve minor technical issues.

  • Easily adapts to changing technology, policies, procedures and processes.

  • Demonstrated interest in process improvement or adopting new processes and or technology.

  • Demonstrated ability to understand and interpret medical insurance information.

  • Critical thinking, decisive judgment, and ability to work independently with minimal supervision in an often hectic environment.

  • Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns.

  • Demonstrated ability to switch from one task to another successfully in a fast-paced, ever changing environment.

Work Experience:

  • Minimum two years of patient registration, appointment scheduling, insurance processing or customer service/concierge experience.

  • Demonstrated experience in providing exceptional customer services and conflict resolution.

  • Associate’s Degree may substitute for one year of experience.

  • Bachelor’s Degree may substitute for the experience requirement.

  • Experience working in medical and/or healthcare environment strongly preferred.

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.

Cleveland Clinic is pleased to be an equal employment/affirmative action employer: Women/Minorities/Veterans/Individuals with Disabilities.

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