At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.
We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.
Job Title
Appointment Center Patient Service Specialist IV
Location
Cleveland
Facility
Remote Location
Department
Job Code
B99962
Shift
Days
Schedule
9:30am-6:00pm
Job Summary
Remote work in OHIO opportunities available to all after 120 days of training and on-boarding completion
Provides customer service to patients, caregivers, 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. May work on outbound call projects, using spreadsheets and word documents to track data. Handles physician hotlines, schedules sign language interpreters when needed and provides after hours assistance with physician schedules. May handle MyChart and web appointments.
*INTERESTED APPLICANTS MUST LIVE IN THE CLEVELAND SURROUNDING AREAS, AS THE TRAINING WILL BE IN PERSON
Job Details
Job Responsibilities:
Provides customer service to patients/caregivers by coordinating services, directing callers to appropriate scheduling area and providing special instructions.
Determines appointment type and urgency then schedules appointments. Communicates scheduling information, instructions and directions.
Processes and provides outbound call services as directed.
May conduct follow ups to MyChart, web appointment inquiries and outreach to patients informing them of upcoming routine checkups.
Captures and verifies referrals and cancellation reasons, insurance coverage and physician data.
Processes call, fax and intra/internet appointment scheduling requests.
Acts as a liaison between outside referring physicians and CC care facility teams to resolve scheduling issue for patients and providers—then reviewing and confirming all appointments.
Maintains measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork, and medical terminology.
Monitors combined registration reports, AHIQA.
Identifies patients in need of financial counseling to facilitate payment and aligns insurance coverage to the type of service provided and processes this related insurance registration.
Utilizes customer service skills to resolve patient’s concerns and issues.
Answers physician hot-lines and contacts appropriate staff for outside physicians and facilities.
Accesses multiple department/physician schedules to provide after-hours assistance with physician schedule cancellations and patient surgical cancellations.
Schedules sign language interpreters for all main campus and FHC sites to ensure compliance with Title III of Americans with Disabilities Act then, records interpreter data on department log.
Other duties as assigned.
Education:
Bachelor’s degree, excellent analytical skills, verbal and written communication skills, with strong customer service and human relations skills.
In lieu of a degree, three years of high-touch customer experience.
Certifications:
None required.
Complexity of Work:
Requires critical thinking skills, analytical skills and the ability to work with minimal supervision.
Requires strong communication, customer service, follow-up, organization and interpersonal skills.
Work Experience:
Must have more than one year experience in appointment scheduling and registration and have passed all relevant assessment competencies.
Must be able to type 25 WPM.
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.
Requires occasional lifting or carrying of up to 25 pounds.
Personal Protective Equipment:
Follows Standard Precautions using personal protective equipment as required.