Patient Service Specialist – Oncology

                    

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

Patient Service Specialist – Oncology

                        

Location

Akron

                    

Facility

Akron General Medical Center

                     

Department

Hematology and Oncology-Cleveland Clinic Akron General

                      

Job Code

B15028

                     

Shift

Days

                       

Schedule

9:00am-5:00pm

                       

Job Summary

                         

Job Details

Join us at Cleveland Clinic Akron General Hospital where we have been providing world-class care to our community for over 100 years. Here, we strive for patient-centered care and comfort with our collaborative team of healthcare professionals. We are committed to serving the community and treat our patients as family.    

Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission. As a Patient Service Specialist, your responsibility is to deliver an exceptional experience to patients, families and visitors, from the moment they enter to the time they return home. In this role, you will assist patients with everything from phone triage, registration, insurance eligibility and collecting co-payments to self-screening and scheduling services. This position provides a strong foundation to advance in your career within various departments at the Cleveland Clinic.

A caregiver in this position works Monday – Friday from of 9:00 a.m. – 5:00 p.m.

A caregiver who excels in this role will:

• Provide a comprehensive, proactive and “Patients First” experience for patients and visitors.  

• Investigate, triage and resolve patient issues using the established HEART model.  

• Create a welcome and professional environment, interact with patients and ensure stellar patient experiences.  
• Capture and verify referrals and cancellation reasons, insurance coverage and physician data.
• Responsible for appropriately and accurately providing patient estimates for patient services.
• Identify patients in need of financial counseling to facilitate payment and aligns insurance coverage to the type of service provided and processes this related insurance registration.

• Perform patient registration, visit preparation, telephone triage, insurance verification, co-pay collection, patient and record tracking, scheduling, arrival and/or departure desk activities and screening and scheduling of interpreter services.  
• Encourage patient utilization of front-end technology, provides guidance, encouragement, education and hands-on training.

• Enter and maintain confidential patient information.  

• Recruit, enroll and educate patients on MyChart and Appointment Pass. 
• Conduct follow-ups to MyChart, web appointment inquiries and outreach to patients informing them of upcoming routine checkups.
• Maintain measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork and medical terminology.
• Generate staff provider schedules.
• Relay staff messaging
• May participate on committees and have a role in initiatives
• Some Patient Service Specialist work may require travel within the region to support patient care in various locations

Minimum qualifications for the ideal future caregiver include:

• High School Diploma or GED and two years of experience in patient registration, appointment scheduling, insurance processing or customer service OR an Associate’s Degree and one year of experience OR a Bachelor’s Degree  
• Demonstrated experience in providing exceptional customer services and conflict resolution

Preferred qualifications for the ideal future caregiver include: 

• Knowledge of medical terminology 
• Ability to type a minimum of 30 words per minute or demonstrable personal computer keyboard skills

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 visio