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Patient Engagement Specialist

2 months ago

Akron, Ohio, United States Cleveland Clinic Full time
Join the Cleveland Clinic Family
At Cleveland Clinic, you will become part of a dedicated team that prioritizes patient-centered care. We are recognized as one of the leading healthcare institutions in the nation.

As a Patient Service Specialist, your role will be to deliver exceptional, proactive customer service to our patients and visitors throughout their healthcare journey.

In this position, you will handle a diverse range of patient inquiries, including appointment scheduling, patient registration, wayfinding, and addressing general questions.

It is essential for our Patient Service Specialists to create positive first impressions, ensure efficient patient experiences, minimize financial discrepancies, and maintain compliance with healthcare standards.


The ideal candidate will possess:
- Outstanding communication and customer service abilities.
- A professional, compassionate, and helpful demeanor.
- The ability to manage multiple tasks while remaining detail-oriented and organized.
- Flexibility, empathy, and a friendly attitude.
- A strong work ethic and commitment to excellence.
This role provides a solid foundation for a career in healthcare, with opportunities for growth and development, including tuition reimbursement and numerous advancement pathways within Cleveland Clinic.

At Cleveland Clinic, we value our caregivers and strive to treat them like family, continually finding ways to support you.


We offer:

- Resources for professional development and growth.
- A fulfilling career with comprehensive benefits that support your health and well-being.

When you join Cleveland Clinic, you will be part of a collaborative caregiver community united by shared values and a commitment to providing exceptional care.


Key Responsibilities:
- Investigate, triage, and resolve patient concerns using the HEART Model, ensuring an outstanding experience for every patient.
- Create a welcoming environment by demonstrating exceptional customer service aligned with Cleveland Clinic's START with Heart model.
- Proactively manage the needs of patients and visitors in waiting areas, greeting them warmly and addressing their concerns.
- Conduct patient registration, pre-visit activities, insurance verification, and scheduling, ensuring accuracy and an excellent patient experience.

Point of Service Activities:
- Prepare for visits, collect co-pays, and track patient records accurately.
- Facilitate billing functions while adhering to compliance and quality standards.
- Maintain confidential patient information, including insurance and billing details.
- Encourage the use of front-end technology, providing guidance and training as needed.
- Support and participate in process improvement initiatives.
- Perform telephone triage and follow proper etiquette when interacting with patients over the phone.
- Collaborate effectively with clinical staff, including providers and nurses.
- Adhere to compliance policies and procedures, and may participate in committees or outreach activities.

Qualifications:
- High School Diploma or GED required.
- Minimum of two years of experience in patient registration, appointment scheduling, insurance processing, or customer service.
- Associate's or Bachelor's Degree may substitute for experience.

Physical Requirements:
- Ability to operate a PC and other office equipment.
- Requires extended periods of standing, walking, or sitting.
- Must be able to navigate various locations in a fast-paced environment.
- Ability to lift and transport up to 25 pounds.

Personal Protective Equipment:
- Follows standard precautions using personal protective equipment as required.