req#: 297749
Location: Beachwood, OH
Facilities: CC Administrative Campus,
Professional Area: Customer Service
Department: 1859 Appointment Center-Clinical and Operational Improvement
Job Code: B99935
Schedule: Part Time
Shift: Days
Provides customer service to patients, physicians and other callers in a closely monitored call center environment by, scheduling appointments, verifying insurance data and coordinating clinic wide resources to meet needs and facilitates access.
Job Description
Responsibilities:
- Provides outstanding service to patients; Determines appointment type and urgency. Schedules appointments, coordinates services and provides special instructions. Communicates scheduling information, instructions and directions. Captures referrals and cancellation reasons. Verifies and captures physician data. Processes CC intranet appointment scheduling requests.
- Maintain acceptable performance in Quality; Patient Experience; First Call Resolution (FCR); Customer satisfaction; Teamwork; Medical Terminology. Validates and capture insurance coverage. Aligns correct insurance coverage with type of service provided. Monitors combined registration reports, AHIQA. Identifies patients in need of financial counseling to facilitate payment.
- Strong customer service skills; Ability to resolve patient’s concerns/issues; Review/confirm appointments; Soft skills; Service Recovery. Resolves scheduling difficulties between patient and CC providers.
- Attends training and passes assessment testing for MI, and PI. Schedules for these institutes with less and a 2% error rate.
- Other duties as assigned.
Education:
- HS Diploma/GED required.
Complexity of Work/Competencies:
- Requires critical thinking skills, analytical skills and the ability to work with minimal supervision in a Call Center.
- Must adhere to strict Call Center Metrics in a closely monitored environment.
- Requires strong communication, customer service, interpersonal, PC navigation skills.
- Excellent analytical skills, verbal and written communication skills, with strong customer service and human relations skills.
Work Experience:
- Three (3) years high touch customer service experience, or three (3) years of Cleveland Clinic Epic experience or has completed the CC Epic scheduling and registration and appointment center training.
- Bachelor's degree may offset 3 years of experience
- Must be able to type 25 WPM.
- Must be computer literate and comfortable with various technology platforms; data entry, key board and mouse navigation and proficient in Microsoft Office.
Physical Requirements:
- Typical physical demands include a high degree of dexterity to produce material on a PC; normal or corrected vision and hearing.
- Requires constant sitting and data entry with a headset.
- Requires occasional lifting or carrying of up to 25 pounds.
Personal Protective Equipment:
- Follows Standard Precautions using personal protective equipment as required.
Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.
Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.
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Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities
The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System’s Smoking Policy will be permitted to reapply for open positions after one year.
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