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

Cleveland Clinic Administrative Campus

Department

Job Code B99963

Shift

Days

Schedule

8 : 00am-5 : 00pm

Job Summary

Join the Cleveland Clinic team, where 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.

Job Details

The Appointment Center Patient Service Specialist 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 facilitate access.

This is the ideal role for an individual with experience in the following areas : customer service, call center, dispatcher, administrative assistant, bank teller.

A caregiver in this position works Monday-Friday, from 8 a.m. 5 p.m.

Qualified applicants are required to work on-site in Beachwood, Ohio for 3-4 months.

A caregiver who excels in this role will :

Provide customer service to patients by coordinating services, directing callers to appropriate scheduling area and providing special instructions.

Determine appointment type and urgency, then schedule appointments.

Communicate scheduling information, instructions and directions.

Capture and verify referrals and cancellation reasons, insurance coverage and physician data.

Process intranet appointment scheduling requests.

Act as a liaison for outside referring physicians and facilities to resolve scheduling issues between patients and providers, then review and confirm appointments.

Maintain acceptable performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork, and medical terminology.

Monitor combined registration reports, AHIQA. Identify patients in need of financial counseling to facilitate payment, then align correct insurance coverage with type of service provided and process insurance registration.

Utilize customer service skills to resolve patient's concerns and issues.

Perform other duties as assigned.

Minimum qualifications for the ideal caregiver include :

High school diploma or GED

Three years of high-touch customer service experience OR three years of Cleveland Clinic Epic experience OR has completed the CC Epic scheduling and registration and appointment center training

Must be able to type 25 words per minute

Adhering to strict Call Center Metrics in a closely monitored environment

Strong communication, customer service, interpersonal and PC navigation skills

Preferred qualifications for the ideal caregiver include :

Bachelor's degree may offset three years of experience

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 followed 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.