Patient Service Specialist

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.

Patient Service Specialist

Lorain

Lorain Family Health Surgery Center

Administration-Ambulatory Operations

B15028

Day/Evening/Night/Weekend

6:30am-7:00pm

Join Cleveland Clinic’s Lorain Family Health & Surgery Center and become a part of one of the most respected healthcare organizations in the world. This patient-friendly facility offers primary care, advanced outpatient surgery and a wide array of specialties providing patients with the world-class care Cleveland Clinic is known for. Here, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation and build a rewarding career.

Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission. As a Patient Service Specialist, your responsibility is to deliver an exceptional experience to patients, families and visitors, from the moment they enter to the time they return home. In this role, you will assist patients with everything from phone triage, registration, insurance eligibility and collecting co-payments to self-screening and scheduling services.

This position provides a strong foundation to advance in your career within various departments at the Cleveland Clinic.

A caregiver in this position works days from of 8:30 a.m. – 5:00 p.m. with a possible evening shift of 10:15 a.m. – 6:45pm based on business needs and rotating weekends as needed.

A caregiver who excels in this role will:

• Provide a comprehensive, proactive and “Patients First” experience for patients and visitors.

• Investigate, triage and resolve patient issues using the established HEART model.

• Create a welcome and professional environment, interact with patients and ensure stellar patient experiences.
• Capture and verify referrals and cancellation reasons, insurance coverage and physician data.
• Responsible for appropriately and accurately providing patient estimates for patient services.
• Identify 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.

• Perform patient registration, visit preparation, telephone triage, insurance verification, co-pay collection, patient and record tracking, scheduling, arrival and/or departure desk activities and screening and scheduling of interpreter services.
• Encourage patient utilization of front-end technology, provides guidance, encouragement, education and hands‑on training.

• Enter and maintain confidential patient information.

• Recruit, enroll and educate patients on MyChart and Appointment Pass.
• Conduct follow‑ups to MyChart, web appointment inquiries and outreach to patients informing them of upcoming routine checkups.
• Maintain measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork and medical terminology.
• Generate staff provider schedules.
• Relay staff messaging
• May participate on committees and have a role in initiatives
• Some Patient Service Specialist work may require travel within the region to support patient care in various locations

Minimum qualifications for the ideal future caregiver include:

• High School Diploma or GED and two years of experience in patient registration, appointment scheduling, insurance processing or customer…