Patient Service Specialist

Join Cleveland Clinic's Main Campus where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. Cleveland Clinic is recognized as one of the top hospitals in the nation. 

The Patient Service Specialist provides a comprehensive, proactive, and “Patients First” experience for our patients and visitors and demonstrates outstanding customer service skills. Additionally, this caregiver uses evolving technology to manage a wide range of patient requests including appointment scheduling, patient registration, wayfinding, answering general questions and meeting needs. This caregiver always represents Cleveland Clinic in a professional, caring and helpful manner and ensures stellar and efficient patient experience while reducing financial loss and ensuring compliance. 

A caregiver in this role works days, 1:30 p.m. — 10 p.m.

No weekends or holidays are required for this position.

A caregiver who excels in this role will: 

• Professionally investigate, triage, and resolve patient issues using the established HEART Model, ensuring each patient’s visit is an outstanding experience. Proactively assist patients to minimize patient issues. 

• Create 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 manage 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. 

• Perform 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. 

• Perform point–of–service activities: visit preparation, co-pay collection, patient tracking and record tracking, ensuring accuracy and an outstanding patient experience. 

• Facilitate billing functions, accurately meeting compliance and organizational quality and productivity standards. 

• Enter and maintain confidential and accurate patient information including patient insurance, billing and payment information. 

• Encourage patient utilization of front-end technology, provide guidance, encouragement, education and hands-on training.  

• Support front-end technology utilization to promote understanding and comfort level in use by caregivers and providers. 

• Recruit, enroll, and educate patients on MyChart and Appointment Pass impacting utilization rates and enhancing the patient experience.  

• Process the workflow for the day. 

• Support and participate in process improvement efforts. 

• Perform telephone triage. 

• Follow standards and guidelines for telephone etiquette and service when interacting with patients over the phone. 

• Generate staff provider reschedules. 

• Relay staff messaging. 

• Perform screening and scheduling of interpreter services. 

• Effectively collaborate and communicate with clinical staff, i.e. providers, nurses and other support staff. 

• Support and adhere to compliance policies and procedures. 

Minimum qualifications for the ideal future caregiver include: 

• High school diploma or GED and minimum of two years of patient registration, appointment scheduling, insurance processing or customer service/concierge experience or associate degree and one year of experience or bachelor’s degree 

• Ability to perform basic math sufficient to process insurance co-pays 

• Working knowledge of PC Windows applications sufficient to input and retrieve data 

• 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 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 

• Demonstrated interest in process improvement or adopting new processes and or technology 

• Demonstrated ability to understand and interpret medical insurance information 

Preferred qualifications for the ideal future caregiver include: 

• Ability to type a minimum of 30 words per minute (assessed at time of application) or demonstrable personal computer keyboard skills 

• Knowledge of medical terminology 

Our caregivers continue to create the best outcomes for our patients across each of our facilities. Click the link and see how we’re dedicated to providing what matters most to you: https://jobs.clevelandclinic.org/benefits-2/