Patient Service Specialist - Cardiology

About the role

Provides a comprehensive, proactive, and “Patients First” experience for patients and visitors. Demonstrates outstanding customer service skills and uses evolving technology to manage a wide range of patient requests including appointment scheduling, patient registration, way-finding, answering general questions, and meeting needs. Represents Cleveland Clinic in a professional, caring, and helpful manner while ensuring an efficient patient experience, reducing financial loss, and maintaining compliance.

Responsibilities

• Professionally investigates, triages, and resolves patient issues using the established HEART Model to ensure an outstanding patient experience.
• Proactively assists patients to minimize issues and creates a welcoming environment by demonstrating exceptional customer service based on Cleveland Clinic’s START with Heart model.
• Manages needs of patients and visitors in waiting areas by actively greeting patients, resolving issues, and providing service recovery.
• Performs patient registration, pre-visit, insurance verification, scheduling, arrival desk, and/or departure desk activities according to standards and guidelines for accuracy and an outstanding patient experience.
• Captures and verifies referrals, cancellation reasons, insurance coverage, and physician data.
• Provides customer service to patients and caregivers by coordinating services, directing callers, and providing special instructions.
• Determines appointment type and urgency, schedules appropriately, and communicates scheduling information, instructions, and directions.
• Facilitates billing functions while meeting compliance, organizational quality, and productivity standards.
• Collects patient copay payments and ensures accurate reconciliation of daily payments and collections.
• Provides accurate patient estimates for services and identifies patients in need of financial counseling.
• Aligns insurance coverage with the type of service provided and processes related insurance registration.
• Enters and maintains confidential and accurate patient information, including insurance, billing, and payment details.
• Encourages patient utilization of front-end technology, provides guidance, education, and hands-on training.
• Supports front-end technology utilization to promote understanding and comfort for caregivers and providers.
• Recruits, enrolls, and educates patients on MyChart and Appointment Pass to enhance the patient experience.
• Conducts follow-ups for MyChart, web appointment inquiries, and outreach to patients regarding upcoming routine checkups.
• Processes daily workflow and supports compliance policies and procedures.
• Participates in process improvement efforts and adheres to standards for telephone etiquette and service.
• Maintains performance metrics in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork, and medical terminology.
• Generates staff provider schedules and relays staff messaging.
• May participate on committees and initiatives.
• May require travel within the region to support patient care in various locations.
• Performs other duties as assigned.

Requirements

• High School Diploma or GED required.
• Two years of customer service, patient registration, appointment scheduling, insurance processing, or concierge experience.
• Demonstrated experience in providing exceptional customer service and conflict resolution.
• Associate’s Degree can offset one year of required experience; Bachelor’s Degree can offset the entire experience requirement.

Skills

• Ability to perform basic math sufficient to process insurance co-pays.
• Working knowledge of PC window applications to input and retrieve data.
• Ability to partner with others to troubleshoot and resolve general technology issues.
• Typing speed of at least 30 words per minute or demonstrable personal computer keyboard skills (assessed at time of application).
• Knowledge of medical terminology preferred.
• Commitment to providing the highest level of satisfaction in quality service, caring, and compassion to patients, families, and visitors.
• Excellent communication and organizational skills to interact with a diverse patient population and workforce.
• High level of customer service experience, exemplary interpersonal skills, and ability to interact in sensitive situations.
• Interest in learning new technology and troubleshooting minor technical issues.
• Adaptability to changing technology, policies, procedures, and processes.
• Demonstrated interest in process improvement or adopting new processes and technology.
• Ability to understand and interpret medical insurance information.
• Critical thinking, decisive judgment, and ability to work independently with minimal supervision.
• Demonstrated independent thinking, problem-solving skills, and ability to triage issues.
• Ability to switch tasks successfully in a fast-paced, ever-changing environment.

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.
• Ability 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.

Pay

Minimum hourly: $15.75
Maximum hourly: $21.65

The pay range reflects the anticipated range for new hires. Actual compensation will be determined based on the candidate’s work history, experience, skill set, and education. The pay range does not include applicable pay practices such as shift differentials or overtime. It also does not include the value of Cleveland Clinic’s benefits package, such as healthcare, dental, vision benefits, and retirement savings account contributions.