Patient Service Representative

5 days ago

Euclid, Ohio, United States Cleveland Clinic Full time
About the Role

Cleveland Clinic is seeking a highly skilled and compassionate Patient Service Specialist to join our team. As a key member of our front-line staff, you will play a vital role in delivering exceptional patient experiences and ensuring seamless interactions with our patients and visitors.

Key Responsibilities
  • Investigate, triage, and resolve patient issues using the established HEART Model, ensuring a positive and outstanding experience for our patients.
  • Provide proactive assistance to patients to minimize issues and concerns.
  • Create a welcoming and professional environment for patients and visitors by demonstrating exceptional customer service based on the START with Heart model.
  • Manage patient needs in our waiting areas, actively greeting patients, resolving issues, and providing service recovery.
  • Perform patient registration, pre-visit, insurance verification, scheduling, arrival desk, and departure desk activities according to standards and guidelines.
  • Facilitate billing functions, ensuring accuracy and compliance with organizational quality and productivity standards.
  • Enter and maintain confidential and accurate patient information, including insurance, billing, and payment details.
  • Encourage patient utilization of front-end technology, provide guidance, education, and hands-on training.
  • Support front-end technology utilization to promote understanding and comfort level in use by caregivers and providers.
  • Recruit, enroll, and educate patients on MyChart and Appointment Pass, impacting utilization rates and enhancing the patient experience.
  • Process the workflow for the day and support process improvement efforts.
  • Perform telephone triage and follow standards and guidelines for telephone etiquette and service.
  • Generate staff provider reschedules, relay staff messaging, and perform screening and scheduling of interpreter services.
  • Effectively collaborate and communicate with clinical staff, including providers, nurses, and other support staff.
  • Support and adhere to compliance policies and procedures.
Requirements
  • High School Diploma or GED required.
  • Ability to perform basic math sufficient to process insurance co-pays.
  • Working knowledge of PC window applications sufficient to input and retrieve data.
  • Ability to type a minimum of 30 words per minute (assessed at time of application).
  • Knowledge of medical terminology preferred.
  • Excellent communication and organizational skills, with a high level of customer service experience and interpersonal skills.
  • Ability to adapt to changing technology, policies, procedures, and processes.
  • Critical thinking, decisive judgment, and ability to work independently with minimal supervision in an often hectic environment.
  • Minimum two years of patient registration, appointment scheduling, insurance processing, or customer service/concierge experience.
What We Offer

Cleveland Clinic is committed to providing a supportive and inclusive work environment that values our caregivers as family. We offer:

  • Resources to learn and grow, with opportunities for professional development and career advancement.
  • A fulfilling career with comprehensive benefits that invest in your health, physical and mental well-being, and future.
  • A supportive caregiver family united in shared values and purpose to fulfill our promise of being the best place to receive care and the best place to work in healthcare.

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