Appointment Specialist I

About the Role

Processes the preregistration of new patients to Cleveland Clinic and schedules consults and follow-up visits.

Responsibilities

• Preregisters new patients to the Cleveland Clinic, following the specific guidelines of CCF.
• Determines correct physician within the specified department with the correct insurance and credentialing.
• Verifies patient insurance eligibility to procure referrals for HMO patients seeing CCF specialists.
• Schedules appointments requested through the CCF WEB site.
• Meets standards related to call responses, accuracy and customer service.
• Other duties as assigned.

Requirements

• High School Diploma; college or technical training a plus.
• Phone, typing, computer, and Internet skills.
• Excellent interpersonal skills to communicate effectively with internal and external personnel.
• Strong oral and written communication skills.
• Ability to work positively and productively with patients, physicians, and interoffice personnel.
• Ability to calm patients and deter patient complaints.
• Ability to multi-task.
• Must speak clearly and succinctly for customers to answer questions and comprehend instructions.

Work Experience

Minimum of one (1) year experience in the medical field and/or 2 years of customer service.

Physical Requirements

• Able to relate to other healthcare workers and develop productive work relationships with peers and physicians.
• Projects a cooperative, helping demeanor.
• Able to perform under stressful conditions.
• Flexible and able to adjust to changes in assignments.
• Able to work under minimal supervision, prioritize workload, and meet required deadlines.
• Ability to sit for long periods, work in front of a computer monitor, and use a keyboard for sustained periods.
• Must be able to walk about the department and lift and carry paper, notebooks up to 10 pounds without assistance.
• The occupant of this position spends almost 100% of their time in air-conditioned areas.
• The potential for exposure to blood-borne pathogens, body fluids, or potentially infectious material is minimal to none.

Personal Protective Equipment

Follows Standard Precautions using personal protective equipment as required for procedures.

Complexity of Work

• World Class Service Orientation: Includes attitude, behavior, interpersonal skill, and problem-solving that enable an employee to respond to internal and external customer needs and expectations in a positive manner.
• Adaptability: Includes teamwork and flexibility needed to fulfill job responsibilities, including adapting to changes in work environment and accepting supervisory feedback.
• Efficiency and Effectiveness: Includes quantity and quality of desired work, as well as organization skills necessary to perform successfully.
• Essential Job Requirements: Includes adherence to all relevant policies, procedures, and guidelines affecting the work environment, including maintenance of required competencies and communication skills.
• Supervisory Responsibilities (if applicable): Includes overall accountability for assigned work group relative to operational goals, personnel requirements, and budgetary constraints.