AC Patient Service Specialist IV

This position requires you to work on site in Beachwood, OH for 90 – 120 days or until you are comfortable to work from home. Qualified applicants must be willing to work on site during this time.

Shift: 9:30am – 6:00pm

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.

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 patients 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:

High School Diploma/GED required.

Bachelors degree can substitute three years of experience.

Certifications:

None required.

Complexity of Work/Competencies:

Requires critical thinking skills, analytical skills, and the ability to work with minimal supervision.

Requires effective communication, customer service, follow up, organization and interpersonal skills.

Excellent analytical skills, verbal and written communication skills, strong customer service and human relations skills (.)

Work Experience:

Three years of Cleveland Clinic Epic experience or completed the Cleveland Clinic Epic scheduling and Registration and Appointment Center Scheduling Training.

Three years of relevant technical call center experience can substitute work experience.

Must be able to type 25 WPM.

Physical Requirements:

Ability to perform work in a stationary position for extended periods

Ability to operate a computer and other office equipment

Ability to communicate and exchange accurate information

Ability to travel throughout the hospital system

In some locations, ability to move 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