Appointment Center Patient Service Specialist IV

About the role

Cleveland Clinic is recognized as one of the top hospitals in the nation. Appointment Center Patient Service Specialists work alongside passionate and dedicated caregivers, receiving endless support and appreciation.

Responsibilities

• Provide customer service to patients and caregivers.
• Cookout services, direct callers to the appropriate scheduling area and provide special instructions.
• Determine appointment type and urgency, schedule the appointment and communicate scheduling information, instructions and directions.
• Process and provide outbound call services.
• Conduct follow-ups in MyChart, web appointment inquiries, and outreach to patients informing them of appointments.
• Capture and verify referrals, cancellation reasons, insurance coverage and physician data.
• Process appointment scheduling requests.
• Resolve patients’ concerns and scheduling issues.
• Maintain combined registration reports.
• Identify patients in need of financial counseling to facilitate payment and align insurance coverage.
• Answer physician hotlines and access department/physician schedules to provide after-hours assistance.
• Schedule sign language interpreters for Cleveland Clinic’s Main Campus and Family Health Center sites and record interpreter data on the department log.

Requirements

• High school diploma or GED.
• Three years of experience working with Cleveland Clinic EPIC OR completion of the Cleveland Clinic Epic Scheduling and Registration and Appointment Center Scheduling trainings.
• Three years of relevant technical call center experience.
• A Bachelor’s Degree.
• Ability to type 25 words per minute.

Qualifications

• Ability to perform work in a stationary position for extended periods.
• Ability to operate a computer and other office equipment.
• Ability to communicate and exchange accurate information.
• Ability to travel throughout the hospital system.

Skills

• Exceptional customer service and interpersonal skills.
• Ability to resolve patients’ concerns and scheduling issues.
• Ability to conduct follow-ups in MyChart, web appointment inquiries, and outreach to patients.
• Ability to process appointment scheduling requests.
• Ability to answer physician hotlines and access department/physician schedules to provide after-hours assistance.
• Ability to schedule sign language interpreters for Cleveland Clinic’s Main Campus and Family Health Center sites.

Benefits

Click the link and see how we’re dedicated to providing what matters most to you: https://jobs.clevelandclinic.org/benefits-2/

Pay

Pay Range Minimum hourly: $16.47
Maximum hourly: $23.61

Schedule

This role would include a weekend day or both weekend days. Shifts are not known until after the training period is complete.