Patient Service Specialist

About the role

Join the Cleveland Clinic team as a Patient Service Specialist, delivering an exceptional experience to patients, families, and visitors from the moment they enter until they return home. The role involves phone triage, registration, insurance eligibility, co‑payment collection, self‑screening, scheduling services, and supporting patients in using front‑end technology such as MyChart.

Responsibilities

• Provide a comprehensive, proactive “Patients First” experience for patients and visitors.
• Investigate, triage, and resolve patient issues using the HEART model.
• Create a welcoming, professional environment and ensure stellar patient experiences.
• Capture and verify referrals, cancellation reasons, insurance coverage, and physician data.
• Provide accurate patient estimates for services and identify patients needing financial counseling.
• Perform patient registration, visit preparation, telephone triage, insurance verification, co‑pay collection, record tracking, scheduling, and desk activities for arrivals and departures.
• Screen and schedule interpreter services as needed.
• Encourage and train patients on using MyChart and Appointment Pass, including enrollment and follow‑up outreach.
• Enter and maintain confidential patient information.
• Maintain measured performance 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 support initiatives.
• Travel within the region as required to support patient care at various locations.

Qualifications

• Minimum: High School Diploma or GED with two years of experience in patient registration, appointment scheduling, insurance processing, or customer service; or an Associate’s Degree with one year of relevant experience; or a Bachelor’s Degree.
• Demonstrated experience providing exceptional customer service and conflict resolution.
• Preferred: Knowledge of medical terminology; ability to type at least 30 words per minute or demonstrable PC keyboard skills.
• Physical Requirements: Dexterity to operate a PC and office equipment; ability to stand, walk, or sit for extended periods; good visual acuity (corrected or uncorrected); ability to navigate various locations in a fast‑paced environment; ability to lift and transport up to 25 pounds; adherence to standard precautions and use of personal protective equipment as required.

Schedule

Days and shift options:

• Monday and Thursday: 7:45 a.m. – 4:15 p.m. or 11:30 a.m. – 8:00 p.m.
• Tuesday, Wednesday, and Friday: 7:45 a.m. – 4:15 p.m. or 8:30 a.m. – 5:00 p.m.

Pay

Hourly rate 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.