Appointment Center Patient Service Specialist

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.
We all have the power to help, heal and change lives - beginning with our own. That's the power of the Cleveland Clinic Health System team, and The Power of Every One.
Job Title
Appointment Center Patient Service Specialist
Location
Beachwood
Facility
CC Administrative Campus
Department
Job Code
B99963
Shift
Days
Schedule
8:00am-5:00pm
Job Summary
This position does require you to work on site for 90 - 120 days in Beachwood, OH. This has the opportunity to work remotely once you meet and complete the new hire period. The time frame is subject to change.
Qualified applicants must reside in the Cleveland, OH area.
Provides customer service to patients, physicians and other callers in a closely monitored call center environment by, scheduling appointments, verifying insurance data and coordinating clinic wide resources to meet needs and facilitates access.
Job Details
Responsibilities:

• Provides customer service to patients by coordinating services, directing callers to appropriate scheduling area and providing special instructions.
• Determines appointment type and urgency then schedules appointments.
• Communicates scheduling information, instructions and directions.
• Captures and verifies referrals and cancellation reasons, insurance coverage and physician data.
• Processes intranet appointment scheduling requests.
• Acts as a liaison for outside referring physicians and facilities to resolve scheduling issue between patients and providers then review and confirm appointments.
• Maintains acceptable performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork, and medical terminology.
• Monitors combined registration reports, AHIQA. Identifies patients in need of financial counseling to facilitate payment then aligns correct insurance coverage with type of service provided and processes insurance registration.
• Utilizes customer service skills to resolve patient's concerns and issues.
• Other duties as assigned.

Education:

• HS Diploma/GED required.

Certifications:

• None required.

Complexity of Work/Competencies:

• Requires critical thinking skills, analytical skills and the ability to work with minimal supervision in a Call Center.
• Must adhere to strict Call Center Metrics in a closely monitored environment.
• Requires strong communication, customer service, interpersonal, PC navigation skills.
• Excellent analytical skills, verbal and written communication skills, with strong customer service and human relations skills.

Work Experience:

• Three (3) years high touch customer service experience, or three (3) years of Cleveland Clinic Epic experience or has completed the CC Epic scheduling and registration and Appointment Center training.
• Bachelor's degree may offset 3 years of experience
• Must be able to type 25 WPM.

Physical Requirements:

• Typical physical demands include a high degree of dexterity to produce material on a PC; normal or corrected vision and hearing.
• Requires constant sitting and data entry with a headset.
• Requires occasional lifting or carrying of up to 25 pounds.

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required.

customer service, call center, data entry, client service representative, front desk, dispatch, receptionist
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 tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All offers of employment are follwed by testing for controlled substances and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year.
Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.
Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.
Please review the Equal Employment Opportunity poster.
Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities