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

Patient Service Specialist

                        

Location

Stuart

                    

Facility

Martin Health North

                     

Department

MMC Admitting ER-Cleveland Clinic Martin Health

                      

Job Code

000667

                     

Shift

Day/Evening/Night/Weekend

                       

Schedule

7:00am-3:30pm/3:00pm-11:30pm

                       

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 Responsibilities:

• 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 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.
• Performs point of service activities: visit preparation, co-pay collection, patient tracking and record tracking ensuring accuracy and an outstanding patient experience.
• Facilitates billing functions, accurately meeting compliance and organizational quality and productivity standards.
• 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. 
• Processes the workflow for the day.
• Supports and participates in process improvement efforts.
• Performs telephone triage.
• Follows standards and guidelines for telephones etiquette and service when interacting with patients over the phone.
• Generates staff provider reschedules.
• Relays staff messaging.
• Performs screening and scheduling of interpreter services.
• Effectively collaborates and communicates with clinical staff, i.e. providers, nurses and other support staff.
• Supports and adheres to compliance policies and procedures.
• May participate on committees and have a role in other Institute initiatives.
• May participate in patient outreach activities such as proactive patient calls to assist with health maintenance and care compliance.
• Other duties as assigned.

Education:

• High School Diploma or GED required.

Certifications:

• None required.

Complexity of Work:

• Ability to perform basic math sufficient to process insurance co-pays.
• Working knowledge of PC window applications sufficient to input and retrieve data.
• Ability to partner with others as needed to trouble shoot and resolve general technology issues
• Ability to type a minimum of 30 words per minute (assessed at time of application) or demonstrable personal computer keyboard skills is preferred.
• Knowledge of medical terminology preferred