Patient Service Specialist

1 month ago

Dover, Delaware, 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 be responsible for providing exceptional customer service to our patients and visitors, ensuring a positive and memorable experience from the moment they arrive.

Key Responsibilities
  • Investigate and resolve patient issues in a timely and professional manner, utilizing the HEART Model to ensure a seamless and outstanding experience.
  • Provide proactive assistance to patients, minimizing issues and ensuring a smooth visit.
  • Create a welcoming and professional environment by demonstrating exceptional customer service skills, adhering to the Cleveland Clinic's START with Heart model.
  • Manage patient and visitor 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 with accuracy and attention to detail.
  • Process point-of-service activities, including visit preparation, co-pay collection, patient tracking, and record tracking, ensuring accuracy and a positive patient experience.
  • Facilitate billing functions, meeting compliance and 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, providing guidance, education, and hands-on training.
  • Support front-end technology utilization to promote understanding and comfort level among 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, ensuring a smooth and efficient operation.
  • Support and participate in process improvement efforts, contributing to the continuous enhancement of our services.
  • Perform telephone triage, adhering to standards and guidelines for telephone etiquette and service.
  • Generate staff provider reschedules and relay staff messaging as needed.
  • Screen and schedule interpreter services, ensuring effective communication for our patients.
  • Collaborate and communicate effectively with clinical staff, including providers, nurses, and other support staff.
  • Support and adhere to compliance policies and procedures, upholding the highest standards of quality and integrity.
  • May participate on committees and contribute to Institute initiatives, further enhancing our services and patient experience.
  • May participate in patient outreach activities, such as proactive patient calls, to assist with health maintenance and care compliance.
Requirements
  • High School Diploma or GED required.
  • Minimum two years of patient registration, appointment scheduling, insurance processing, or customer service/concierge experience.
  • Demonstrated experience in providing exceptional customer services and conflict resolution.
  • Associate's Degree may substitute for one year of experience.
  • Bachelor's Degree may substitute for the experience requirement.
Physical Requirements
  • Dexterity sufficient to operate a PC and other office equipment.
  • Requires extended periods of standing, walking, or sitting.
  • Good visual acuity through normal or corrected vision.
  • Must be able to navigate various locations and function in a fast-paced, hectic environment.
  • Ability to lift and transport up to 25 pounds.

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