Patient Service Specialist

    Cleveland Clinic
    Weston, FL 33326
    Full-time
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    Job Description

    Job Details 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
    • Must be able to type a minimum of 30 words per minute (assessed at time of application) or demonstrable personal computer keyboard skills.
    • 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.
    Posting ID: 548104814Posted: 2021-03-11Job Title: Patient Service Specialist