Appointment Center Patient Service Specialist

About the role

Join the Cleveland Clinic team where you will work alongside passionate caregivers and make a lasting, meaningful impact on patient care. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world. Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission. As a Patient Service Specialist in the Appointment Center, your responsibility is to deliver an exceptional experience to patients, families and caregivers, from the moment they call to the final “Goodbye.” You will assist them with everything from scheduling to insurance verification. This role is a great steppingstone to others within Customer Service and various departments within Cleveland Clinic. Caregivers will be stationed at CC Administrative Campus in Beachwood, then will be remote. The training will last roughly 3 - 4 months.

Schedule

A caregiver in this position works Monday through Friday from 8:30 am to 5:00 pm with no weekend requirements.

Responsibilities

• Provide 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.
• Direct callers to the appropriate scheduling area and provide special instructions.
• Determine the appointment type and urgency, then schedule the appointment.
• Communicate scheduling information, instructions and directions.
• Capture and verify referrals, cancellation reasons, insurance coverage and physician data.
• Resolve scheduling issues between patients and providers, then review and confirm appointments.
• Identify patients in need of financial counseling, align correct insurance coverage with type of service provided and process insurance registration.
• Adhere to strict call center metrics.

Requirements

• High School Diploma/GED and three years of high touch customer service experience,
• Three years of Cleveland Clinic Epic experience or completion of the Cleveland Clinic Epic scheduling and registration and appointment center training,
• OR Bachelor’s Degree
• Typical physical demands include a high degree of dexterity to produce material on a PC; normal or corrected vision and hearing.
• Requires constant sitting and data entry with a headset.
• Requires occasional lifting or carrying of up to 25 pounds.
• Follows Standard Precautions