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

                         

Job Details

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. 

  

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 wor