Patient Service Specialist - Cardiology

                    

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 - Cardiology

                        

Location

Akron

                    

Facility

Bath Health and Wellness

                     

Department

Cardiology-Cleveland Clinic Akron General

                      

Job Code

B15028

                     

Shift

Days

                       

Schedule

8:00am-5:00pm

                       

Job Summary

Provides a comprehensive, proactive, and “Patients First” experience for our patients and visitors. Demonstrates outstanding customer service skills and uses evolving technology to manage a wide range of patient requests including appointment scheduling, patient registration, way-finding, answering general questions and meeting needs. Always represents Cleveland Clinic in a professional, caring and helpful manner. Ensures stellar and efficient patient experience while reducing financial loss and ensuring compliance.

                         

Job Details

Job Description: 

• Professionally investigates, triages, and resolves patient issues using the established HEART Model, ensuring patient’s visit is an outstanding experience.  Proactively assists patients to minimize patient issues.
• Creates a welcoming and professional environment for our patients and visitors by demonstrating exceptional customer service based upon the expected service behaviors included in Cleveland Clinic’s START with Heart model.
• Proactively manages needs of our patients and visitors in our waiting areas, seeking opportunities to interact with patients by actively greeting patients when appropriate, resolving patient issues and providing service recovery.
• Performs patient registration, pre-visit, insurance verification, scheduling, arrival desk and/or departure desk activities according to standards and guidelines ensuring accuracy and an outstanding patient experience.
• Captures and verifies referrals and cancellation reasons, insurance coverage and physician data.
• Provides customer service to patients/Caregivers by coordinating services, directing callers to appropriate scheduling area and providing special instruction.
• Determines appointment type and urgency then schedules appropriately.  Communicates scheduling information, instructions and directions.
• Facilitates billing functions, accurately meeting compliance and organizational quality and productivity standards.
• Responsible for collection of patient copay payments resulting in accurate reconciliation of daily payments/collections.
• Responsible for appropriately and accurately providing patient estimates for patient services.
• Identifies 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.
• Enters and maintains confidential and accurate patient information including patient insurance, billing, and payment information.
• Encourages patient utilization of front-end technology, provides guidance, encouragement, education and hands-on training.
• Supports front-end technology utilization to promote understanding and comfort level in use by caregivers and providers.
• Recruits, enrolls and educates patients on MyChart and Appointment Pass impacting utilization rates and enhancing the patient experience. Conducts follow-ups to MyChart, web appointment inquiries and outreach to patients informing them of upcoming routine checkups.
• Processes the workflow for the day.
• Supports and adheres to compliance policies and procedures
• Supports and participates in process improvement efforts
• Follows standards and guidelines for telephone etiquette and service when interacting with patients over the phone.
• Maintains measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork and medical terminology.
• Generates staff provider schedules.
• Relays 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.
• Other duties as assigned,.

Education:

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