Patient Service Specialist

About the Role

Join Cleveland Clinic Weston Hospital’s Ambulatory Team, where caregivers remain on the leading edge of technology and education while consistently providing patient-centered healthcare. Our physicians have expertise in more than 55 specialties and work as a team to deliver compassionate care. This Patient Service Specialist role supports the Urology and Gynecology specialties through back-end clerical support, answering phones, front-end support, and clerical support for appointments. It serves as a steppingstone to other careers within customer service and other departments at Cleveland Clinic.

A caregiver in this position works Monday-Friday from 7:30AM – 5:30PM, with start/end times varying slightly depending on business needs.

Responsibilities

• Provide a comprehensive, proactive, and “Patients First” experience for patients and visitors.
• Investigate, triage, and resolve patient issues using the established HEART model.
• Create a welcoming and professional environment, interact with patients, and ensure stellar patient experiences.
• Perform patient registration, visit preparation, telephone triage, insurance verification, co-pay collection, patient and record tracking, scheduling, arrival and/or departure desk activities, and screening and scheduling of interpreter services.
• Support front-end technology utilization to promote understanding and comfort levels in use by caregivers and providers.
• Enter and maintain confidential patient information.
• Recruit, enroll, and educate patients on MyChart and Appointment Pass.
• Process the workflow for the day.
• Participate in patient outreach activities, such as proactive patient calls to assist with health maintenance and care compliance.

Requirements

• High School Diploma or GED and two years of experience in patient registration, appointment scheduling, insurance processing, or customer service OR an Associate’s Degree and one year of experience OR a Bachelor’s Degree.
• Working knowledge of PC window applications sufficient to input and retrieve data.
• Ability to perform basic math sufficient to process insurance co-pays.
• Excellent communication and organizational skills.

Preferred Qualifications

• Knowledge of medical terminology.
• Ability to type a minimum of 30 words per minute or demonstrable personal computer keyboard skills.
• Medical office system experience.
• Customer service experience in a medical setting.
• Bilingual Spanish language skills.

Physical Requirements

• Dexterity sufficient to operate a PC and other office equipment.
• Requires extended periods of standing, walking, or sitting.
• Good visual acuity through normal or corrected vision.
• Must be able to navigate various locations and function in a fast-paced, hectic environment.
• Ability to lift and transport up to 25 pounds.

Personal Protective Equipment

Follows standard precautions using personal protective equipment as required.