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.

As a Patient Service Specialist, you will provide comprehensive, proactive and 'Patient First' customer service to our patients and visitors through the entirety of their visit. Patient Service Specialists manage a wide variety of patient requests including appointment scheduling, patient registration, wayfinding and other general questions. It's vital that our Patient Service Specialists make positive first impressions on patients and visitors, ensure stellar and efficient patient experiences, reduce financial loss and ensure compliance.

The ideal future caregiver is someone who:

• Has excellent communication and customer service skills.

• Acts in a professional, caring and helpful manner.

• Can multi-task while paying attention to details and staying organized.

• Is flexible, compassionate and friendly.

• Demonstrates a strong work ethic.

This role will allow you to create the foundation in healthcare that you've been looking for. You will be supported as you enhance your customer service skills and advance your career as this position offers tuition reimbursement and endless opportunities within Cleveland Clinic.

At Cleveland Clinic, we know what matters most. That's why we treat our caregivers as if they are our own family, and we are always creating ways to be there for you. Here, you'll find that we offer: resources to learn and grow, a fulfilling career for everyone, and comprehensive benefits that invest in your health, your physical and mental well-being and your future. When you join Cleveland Clinic, you'll be part of a supportive caregiver family that will be united in shared values and purpose to fulfill our promise of being the best place to receive care and the best place to work in healthcare.

Responsibilities:

• Navigation of patient from external facility to Cleveland Clinic.

• Triage patient to appropriate medical personnel to manage cancer finding.

• Obtain pathology, medical records, assist patients with lodging and transitioning into Cleveland Clinic health system.

• Schedule appointments, process insurance registration, direct callers to appropriate scheduling area, Epic registration, coordinates services and provides special instructions.

• Provides outstanding service to patients; Determines appointment type and urgency. Resolve patient's concerns/issues; Review/confirm appointments; Service Recovery.

• Manage incoming and outgoing communication, answer incoming calls in ACD system (ASPECT), make outgoing calls in Aspect, retrieve voicemails, contact internal and external physician offices, correspond with patients and caregivers via email and staff message.

• Resolves scheduling difficulties between patient and CC providers.

• Liaison for outside referring physicians and facilities.

• Participate in ongoing training, daily huddles, stay current on processes and procedures.

• Communicates scheduling information, instructions and directions.

• Captures referrals and cancellation reasons.

• Verifies and captures physician data.

• Validates and capture insurance coverage.

• Aligns correct insurance coverage with type of service provided. Identifies patients in need of financial counseling to facilitate payment.

• Critical thinking skills, ability to analyze data to impact work processes, ability to manage to established metrics.

• Other duties as assigned.

Education:

• Bachelors Degree preferred.

Certifications:

• None required.

Complexity of Work:

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

• Ability to handle multiple tasks.

• Demonstrated independent thinking and problem-solving skills.

Work Experience:

• Three years high touch customer experience or three years of Cleveland Clinic Epic experience preferred.

• Completion of CC Epic scheduling, registration and appointment center training preferred.

• A bachelors degree may offset 1 year of experience.

• Must be able to type 30 WPM.

• Analytical skills, verbal and written communication skills, with strong customer service and human relations skills.

Physical Requirements:

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

• Ability to lift and transport up to 25 pounds.

• May require extended periods of standing, walking or sitting.

• Good visual acuity through normal or corrected vision.

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