Appointment Center Patient Service Specialist

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.

This position is Monday – Friday, 8:00am – 5:00pm.

Qualified applicants are required to work on site in Beachwood, OH for 3 – 4 months.

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 patients 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.

Bachelors 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.

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.

Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities