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Patient Service Specialist IV

2 months ago

Cleveland, Ohio, United States Cleveland Clinic Full time
Position Overview:

This role offers a work-from-home opportunity, with initial training conducted on-site. The position is based in a dynamic call center environment, focusing on delivering exceptional service to patients, caregivers, and healthcare providers.


Shift Details:

The work schedule includes weekends, holidays, and evening shifts. The specific shift will be determined following the training period.


Key Responsibilities:
  • Provide outstanding customer service by assisting patients and caregivers with appointment scheduling and resource coordination.
  • Assess appointment types and urgency to ensure timely scheduling.
  • Communicate essential scheduling information and instructions clearly.
  • Manage outbound call initiatives and maintain accurate records using spreadsheets and documents.
  • Handle physician hotlines and coordinate sign language interpreters as necessary.
  • Support after-hours assistance for physician schedules and patient inquiries.
  • Verify referrals, cancellation reasons, and insurance details.
  • Act as a liaison between referring physicians and care teams to resolve scheduling issues.
  • Maintain performance metrics in quality, patient experience, and customer satisfaction.
  • Identify patients needing financial counseling and assist with insurance registration.
  • Utilize strong customer service skills to address and resolve patient concerns.
  • Ensure compliance with the Americans with Disabilities Act by scheduling interpreters.

Qualifications:

Education: High School Diploma or GED required.

Experience: A minimum of three years of relevant experience in a call center environment or completion of specific training programs may be required. A Bachelor’s degree may substitute for experience.

Skills: Critical thinking, analytical abilities, and strong communication skills are essential. Proficiency in customer service and organizational skills is necessary.


Physical Requirements:

Ability to perform data entry and sit for extended periods. Occasional lifting of up to 25 pounds may be required.


Personal Protective Equipment:

Adhere to standard precautions and utilize personal protective equipment as needed.