Patient Service Specialist - Beachwood - job 746416

Cleveland Clinic

Date: 05/04/2021

City: Beachwood, Ohio

Employment type: Full-time

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.






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