Job Description
Title: Appointment Center Patient Service Specialist – Remote
Location: Cleveland, Ohio; Beachwood, Ohio, United States
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
Location
Beachwood
Facility
CC Administrative Campus
Shift
Days
Schedule
8:00am-5:00pm
Job Summary
**Applicants must be located in the Cleveland, OH area – training will be on site in Beachwood, OH for 90 – 120 days**
Exceptional care is a team effort. Even if you’ve never considered healthcare as a next step, you’ll find there are many paths to creating a career at Cleveland Clinic centered on what matters most to you.
Our Appointment Center is looking to hire an Appointment Center Patient Service Specialist to answer inbound calls from patients who need assistance regarding scheduling appointments, canceling appointments, or who have general questions. This position requires candidates to be quick thinkers, have high energy, and have excellent customer service skills. The ideal candidate will have empathy, passion, and attention to detail. The Appointment Center is a busy, dynamic call center, so being able to handle high call volumes without getting overwhelmed is important.
To assist with the position’s orientation, all new hires go through an extensive on-boarding process where the training team guides you through the entire process. Once proficient in your role, there are many opportunities to advance within and outside of the department. For example, all of our team lead positions and supervisor positions have been filled by internal talent, and as you move through the tiers within your Specialist role you will receive pay increases for taking on additional skills. If helping others, learning quickly, career growth, and excellent benefits matter most to you, then we encourage you to apply today.
Cleveland Clinic invests in our caregivers, technologies, and processes because working together is how we all learn and grow. Join us, and you’ll experience the difference of a culture where opportunities to advance and the support to get there go hand in hand.
Job Details
Responsibilities:
- Provides customer service to patients 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.
- Captures and verifies referrals and cancellation reasons, insurance coverage and physician data.
- Processes intranet appointment scheduling requests.
- Acts as a liaison for outside referring physicians and facilities to resolve scheduling issue between patients and providers then review and confirm appointments.
- Maintains acceptable 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 then aligns correct insurance coverage with type of service provided and processes insurance registration.
- Utilizes customer service skills to resolve patient’s concerns and issues.
- Other duties as assigned.
Education:
- HS Diploma/GED required.
Certifications:
- None 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.
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.