Patient Service Specialist – Oncology

About the role

Join us at Cleveland Clinic Akron General Hospital where we have been providing world-class care to our community for over 100 years. Here, we strive for patient-centered care and comfort with our collaborative team of healthcare professionals. We are committed to serving the community and treat our patients as family. Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission.

As a Patient Service Specialist, your responsibility is to deliver an exceptional experience to patients, families, and visitors, from the moment they enter to the time they return home. This position provides a strong foundation to advance in your career within various departments at the Cleveland Clinic.

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.
• Capture and verify referrals, cancellation reasons, insurance coverage, and physician data.
• Provide accurate patient estimates for services.
• Identify patients in need of financial counseling to facilitate payment and align insurance coverage to the type of service provided; process related insurance registration.
• 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.
• Encourage patient utilization of front-end technology, provide guidance, encouragement, 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, web appointment inquiries, and outreach to patients informing them of upcoming routine checkups.
• Maintain measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork, and medical terminology.
• Generate staff provider schedules.
• Relay staff messaging.
• May participate on committees and have a role in initiatives.
• Some work may require travel within the region to support patient care in various locations.

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.
• Demonstrated experience in providing exceptional customer service and conflict resolution.
• Knowledge of medical terminology (preferred).
• Ability to type a minimum of 30 words per minute or demonstrable personal computer keyboard 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.

Schedule

A caregiver in this position works Monday – Friday from 9:00 a.m. – 5:00 p.m.

Pay

The pay range displayed reflects the anticipated range for new hires: $15.75 – $21.65 per hour. A successful candidate’s actual compensation will be determined after taking factors into consideration such as the candidate’s work history, experience, skill set, and education. The pay range does not include any applicable pay practices (e.g., shift differentials, overtime, etc.) or the value of Cleveland Clinic’s benefits package (e.g., healthcare, dental and vision benefits, retirement savings account contributions, etc.).