Patient Service Specialist

Company: Cleveland Clinic
Location: Elyria
Posted on: November 18, 2021

Job Description:

Provides a comprehensive, proactive, and "Patients First" experience for our 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. Always represents Cleveland Clinic in a professional, caring and helpful manner. Ensures stellar and efficient patient experience while reducing financial loss and ensuring compliance. Job Responsibilities: * Professionally investigates, triages, and resolves patient issues using the established HEART Model, ensuring patient's visit is an outstanding experience. Proactively assists patients to minimize patient issues. * Creates a welcoming and professional environment for our patients and visitors by demonstrating exceptional customer service based upon the expected service behaviors included in Cleveland Clinic's START with Heart model. * Proactively manages needs of patients and visitors in our waiting areas, seeking opportunities to interact with patients by actively greeting patients when appropriate, resolving patient 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 ensuring accuracy and an outstanding patient experience. * Performs point of service activities: visit preparation, co-pay collection, patient tracking and record tracking ensuring accuracy and an outstanding patient experience. * Facilitates billing functions, accurately meeting compliance and organizational quality and productivity standards. * Enters and maintains confidential and accurate patient information including patient insurance, billing, and payment information. * Encourages patient utilization of front-end technology, provides guidance, encouragement, education and hands-on training. * Supports front-end technology utilization to promote understanding and comfort level in use by caregivers and providers. * Recruits, enrolls, and educates patients on MyChart and Appointment Pass impacting utilization rates and enhancing the patient experience. * Processes the workflow for the day. * Supports and participates in process improvement efforts. * Performs telephone triage. * Follows standards and guidelines for telephones etiquette and service when interacting with patients over the phone. * Generates staff provider reschedules. * Relays staff messaging. * Performs screening and scheduling of interpreter services. * Effectively collaborates and communicates with clinical staff, i.e. providers, nurses and other support staff. * Supports and adheres to compliance policies and procedures. * May participate on committees and have a role in other Institute initiatives. * May participate in patient outreach activities such as proactive patient calls to assist with health maintenance and care compliance. * Other duties as assigned. Education: * High School Diploma or GED required. Certifications: * None required. Complexity of Work: * Ability to perform basic math sufficient to process insurance co-pays. * Working knowledge of PC window applications sufficient to input and retrieve data. * Ability to partner with others as needed to trouble shoot and resolve general technology issues * Ability to type a minimum of 30 words per minute (assessed at time of application) or demonstrable personal computer keyboard skills is preferred. * Knowledge of medical terminology preferred * A desire and commitment to provide the highest level of satisfaction in quality service, caring and compassion to patients, their families and visitors. * Excellent communication and organizational skills are essential in order to successfully communicate with a diverse patient population and workforce. * High level of customer service experience, exemplary interpersonal skills and ability to interact with patients and families in a wide variety of sensitive situations. * Interest in learning new technology and troubling shooting to resolve minor technical issues. * Easily adapts to changing technology, policies, procedures and processes. * Demonstrated interest in process improvement or adopting new processes and or technology. * Demonstrated ability to understand and interpret medical insurance information. * Critical thinking, decisive judgment, and ability to work independently with minimal supervision in an often hectic environment. * Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns. * Demonstrated ability to switch from one task to another successfully in a fast-paced, ever changing environment. Work Experience: * Minimum two years of patient registration, appointment scheduling, insurance processing or customer service/concierge experience. * Demonstrated experience in providing exceptional customer services and conflict resolution. * Associate's Degree may substitute for one year of experience. * Bachelor's Degree may substitute for the experience requirement. 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.

Keywords: Cleveland Clinic, Elyria , Patient Service Specialist, Other , Elyria, Ohio