Appointment Center Patient Service Specialist III - Behavioral Health

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, 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. Appointment Center 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. Appointment Center Patient Service Specialists demonstrate exceptional customer service and interpersonal skills while assisting patients in scheduling appointments to receive care and services.

A caregiver in this position works Monday - Friday from 9:00AM - 5:30PM.

A caregiver who excels in this role will:

• Provide customer service to patients, caregivers and other callers in a closely monitored call center environment.

• Coordinate services, direct callers to appropriate scheduling area and provide 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, resolve scheduling issues between patients and providers, and 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, align correct insurance coverage with type of service provided and process insurance registration.

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

• Answer physician hot-lines and contact appropriate caregivers for outside physicians and facilities.

• Access multiple department/physician schedules to provide after-hours assistance with physician schedule cancellations and patient surgical cancellations.

• Schedule sign language interpreters for Main Campus and FHC sites to ensure compliance with Title III of Americans with Disabilities Act, then record interpreter data on department log.

Minimum qualifications for the ideal future caregiver include:

• High school diploma or GED.

• Three years of experience working with Cleveland Clinic EPIC OR completion of the Cleveland Clinic Epic Scheduling and Registration and Appointment Center Scheduling trainings OR three years of relevant technical call center experience OR a bachelor's degree.

• Ability to type 25 words per minute.

Preferred qualifications for the ideal future caregiver include:

• Knowledge of mental health services.

• Understands the challenges of helping patients with mental health issues.

• Strong empathy skills.

Our caregivers continue to create the best outcomes for our patients across each of our facilities. Click the link and see how we're dedicated to providing what matters most to you: https://jobs.clevelandclinic.org/benefits-2/

Physical Requirements:

• Dexterity sufficient to operate a PC and other office equipment.

• Normal or corrected vision and hearing.

• Requires constant sitting and data entry.

• Requires occasional lifting or carrying of up to 25 pounds.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.

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.

Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities