Patient Service Specialist - Neurosurgery

                    

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 - Neurosurgery

                        

Location

Akron

                    

Facility

Center for Neurology and Spine

                     

Department

Neurology-Cleveland Clinic Akron General

                      

Job Code

AK1356

                     

Shift

Days

                       

Schedule

8:00am-4:30pm/7:00am-3:30pm

                       

Job Summary

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as the No. 4 hospital in the nation, according to the U.S. News & World Report. At Cleveland Clinic, 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.

As a Patient Service Specialist, you will provide comprehensive, proactive and “Patient First” customer service to our patients and visitors by managing a wide variety of patient requests, such as appointment scheduling, patient registration, wayfinding and other general questions. It’s vital that our Patient Service Specialists make positive first impressions on patients and visitors, ensure stellar and efficient patient experiences, reduce financial loss and ensure compliance.

The ideal future caregiver is someone who:
- Has previous experience in a surgical practice.
- Has knowledge of medical terminology.
- Thrives in a team environment.
- Acts in a professional, caring and helpful manner.

By taking this opportunity, you will join a close-knit, caring team of caregivers, be empowered and advance your medical knowledge of spine and brain disorders.

Cleveland Clinic provides what matters most: career growth, delivering world-class care to our patients, continuous learning, exceptional benefits and working for an organization that offers many long-term career paths. Join us and experience a culture where opportunities to advance and the support to get there go hand-in-hand.

                         

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 int