Patient Service Specialist

About the role

Join Cleveland Clinic Akron General, a world‑class healthcare organization with over 100 years of service. The Patient Service Specialist supports the Bariatrics Team in the ACC Building and serves as a stepping stone to other customer‑service and departmental careers within Cleveland Clinic. The role focuses on delivering a “Patients First” experience, resolving issues, and contributing to a positive community impact.

Responsibilities

• Provide a comprehensive, proactive “Patients First” experience for patients and visitors.
• Investigate, triage, and resolve patient issues using the established HEART model.
• Create a welcoming, professional environment and ensure stellar patient experiences.
• Capture and verify referrals, cancellation reasons, insurance coverage, and physician data.
• Accurately provide patient estimates for services.
• Identify patients needing financial counseling, facilitate payment, align insurance coverage, and process insurance registration.
• Perform patient registration, visit preparation, telephone triage, insurance verification, co‑pay collection, patient and record tracking, scheduling, arrival/departure desk activities, and screening/scheduling of interpreter services.
• Encourage patient utilization of front‑end technology, providing guidance, education, and hands‑on training.
• Enter and maintain confidential patient information.
• Recruit, enroll, and educate patients on MyChart and Appointment Pass.
• Conduct follow‑ups to MyChart, handle web appointment inquiries, and outreach to patients about upcoming routine checkups.
• Maintain performance metrics in quality, patient experience, first call resolution, customer satisfaction, teamwork, and medical terminology.
• Generate staff provider schedules and relay staff messaging.
• Participate on committees and contribute to initiatives.
• Travel within the region as needed to support patient care at various locations.

Minimum qualifications

• High School Diploma or GED plus two years of experience in patient registration, appointment scheduling, insurance processing, or customer service; or Associate’s Degree plus one year of experience; or Bachelor’s Degree.
• Demonstrated experience providing exceptional customer service and conflict resolution.

Preferred qualifications

• Knowledge of medical terminology.
• Ability to type at least 30 words per minute or demonstrable personal computer keyboard skills.

Physical requirements

• Dexterity sufficient to operate a PC and other office equipment.
• Extended periods of standing, walking, or sitting.
• Good visual acuity (normal or corrected).
• Ability to navigate various locations and function in a fast‑paced, hectic environment.
• Ability to lift and transport up to 25 pounds.
• Follow standard precautions using personal protective equipment as required.

Pay

Hourly range: $15.75 – $21.65. The actual compensation will consider work history, experience, skill set, and education, and does not include shift differentials, overtime, or the value of Cleveland Clinic’s benefits package.

Schedule

Monday – Friday, either 7:00 a.m. – 3:30 p.m. or 7:30 a.m. – 4:00 p.m. No weekends or holidays are required.