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Healthcare Customer Service Representative

2 months ago

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

As a key member of the Cleveland Clinic, you will engage with dedicated healthcare professionals to deliver exceptional patient-centered care. Cleveland Clinic is renowned for its commitment to excellence in the healthcare sector.

In the role of a Patient Service Specialist, your primary responsibility will be to offer comprehensive and proactive customer service to patients and visitors throughout their healthcare journey.

Patient Service Specialists handle a diverse range of patient inquiries, including appointment management, patient registration, navigation assistance, and addressing general queries.

It is essential for our Patient Service Specialists to create positive first impressions, ensure seamless patient experiences, mitigate financial discrepancies, and uphold compliance standards.


Key Attributes of an Ideal Candidate:
  • Exhibits outstanding communication and customer service abilities. Conducts oneself in a professional, empathetic, and supportive manner. Capable of multitasking while maintaining attention to detail and organization. Demonstrates flexibility, compassion, and friendliness. Upholds a strong work ethic.

This position offers a unique opportunity to establish a solid foundation in the healthcare field. You will receive support as you refine your customer service skills and progress in your career, with benefits such as tuition reimbursement and numerous growth opportunities within Cleveland Clinic.

At Cleveland Clinic, we prioritize what matters most. We treat our caregivers like family and continuously seek ways to support you.


What We Offer:

Resources for professional development, a fulfilling career path for all, and comprehensive benefits that focus on your health, well-being, and future.

By becoming part of Cleveland Clinic, you will join a nurturing caregiver community united by shared values and a mission to be the premier destination for care and the best workplace in healthcare.


Responsibilities:
  • Professionally addresses, assesses, and resolves patient concerns using the established HEART Model, ensuring an outstanding experience for each patient.
  • Creates a welcoming and professional atmosphere for patients and visitors by demonstrating exceptional customer service aligned with Cleveland Clinic's START with Heart model.
  • Proactively addresses the needs of patients and visitors in waiting areas, seeking opportunities to engage with patients, resolve issues, and provide service recovery.
  • Conducts patient registration, pre-visit processes, insurance verification, scheduling, and arrival/departure desk activities in accordance with established standards to ensure accuracy and an exceptional patient experience.
  • Performs point-of-service activities, including visit preparation, co-pay collection, and patient record tracking, ensuring accuracy and an outstanding patient experience.
  • Facilitates billing functions while adhering to compliance and organizational quality standards.
  • Maintains confidential and accurate patient information, including insurance and billing details.
  • Encourages patient engagement with front-end technology, providing guidance and training.
  • Supports front-end technology utilization to enhance understanding and comfort among caregivers and providers.
  • Recruits, enrolls, and educates patients on MyChart and Appointment Pass to improve utilization rates and enhance the patient experience.
  • Manages daily workflow effectively.
  • Participates in process improvement initiatives.
  • Conducts telephone triage and adheres to telephone etiquette standards when interacting with patients.
  • Generates staff provider reschedules and relays staff messaging.
  • Coordinates interpreter services as needed.
  • Collaborates effectively with clinical staff, including providers, nurses, and support personnel.
  • Adheres to compliance policies and procedures.
  • May participate in committees and other initiatives.
  • May engage in patient outreach activities to assist with health maintenance and care compliance.
  • Performs additional duties as assigned.

Qualifications:
  • High School Diploma or GED required.

Certifications:
  • No certifications required.

Complexity of Work:
  • Ability to perform basic math for processing insurance co-pays.
  • Proficient in PC applications for data input and retrieval.
  • Ability to collaborate with others to troubleshoot general technology issues.
  • Typing speed of at least 30 words per minute or demonstrable keyboard skills.
  • Knowledge of medical terminology preferred.
  • Commitment to delivering high-quality service with care and compassion to patients and their families.
  • Excellent communication and organizational skills for effective interaction with a diverse patient population.
  • Strong customer service experience and interpersonal skills for sensitive interactions.
  • Interest in learning new technology and troubleshooting minor technical issues.
  • Adaptability to changing technology, policies, and procedures.
  • Demonstrated interest in process improvement and adopting new technologies.
  • Ability to understand and interpret medical insurance information.
  • Critical thinking and independent judgment in a fast-paced environment.
  • Ability to switch tasks effectively in a dynamic setting.

Experience:
  • Minimum of two years in patient registration, appointment scheduling, insurance processing, or customer service experience.
  • Demonstrated experience in exceptional customer service 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 to operate a PC and office equipment.
  • Ability to stand, walk, or sit for extended periods.
  • Good visual acuity through normal or corrected vision.
  • Ability to navigate various locations in a fast-paced environment.
  • Ability to lift and transport up to 25 pounds.

Personal Protective Equipment:
  • Adheres to standard precautions using personal protective equipment as required.

Salaries displayed on independent job search websites reflect various market averages and do not represent information obtained directly from Cleveland Clinic.

We value each candidate and encourage discussions regarding salary specifics during the application and hiring process.

Cleveland Clinic Health System is proud to be an equal opportunity employer: Women / Minorities / Veterans / Individuals with Disabilities.