Appointment Center Patient Service Specialist III – Behavioral Health

                    

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 III – Behavioral Health

                        

Location

Beachwood

                    

Facility

Cleveland Clinic Administrative Campus

                     

Department

Psychiatry-Neurological Institute

                      

Job Code

B16012

                     

Shift

Days

                       

Schedule

8:00am-4:30pm/9:00am-5:30pm

                       

Job Summary

                         

Job Details

Appointment Center Patient Service Specialists play a vital role in delivering what matters most to patients and their families—ensuring exceptional experiences and making a meaningful impact in the community. These specialists demonstrate strong interpersonal and customer service skills while assisting patients in scheduling appointments and managing care-related inquiries. In this role, you will manage and triage incoming calls and appointment requests specifically for Adult Behavioral Health outpatient services, serving as a key point of contact. Your contributions are essential to facilitating efficient communication and scheduling within the Neurological Institute, ultimately supporting a seamless and positive patient experience.     

 

This role offers caregivers the opportunity to deepen their technical knowledge of scheduling workflows and gain a comprehensive understanding of departmental functions. We have a strong track record of developing talent, with many team members advancing into new roles within the team or broader department based on their career interests. During onboarding and orientation, the caregiver will primarily be on-site at CCAC, with potential shadowing opportunities at various locations to enhance learning and provide a well-rounded view of departmental operations. After the initial 90-day onboarding period, the role will transition to a hybrid/remote work model based out of Beachwood Office.  

 

A caregiver in this position works Full-time, Monday through Friday, from 9:00am—5:30pm. No holidays or weekends.

 

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 regis