Healthcare Customer Care Specialist

2 weeks ago

Cuyahoga Falls, Ohio, United States Cleveland Clinic Full time

Healthcare Customer Care Specialist

Location: Cuyahoga Falls, Ohio, United States

Professional Area: Customer Service

Department: Regional Operations

Schedule: Full Time

Shift: 8:00am-5:00pm/11:00am-7:30pm

This role is essential in delivering a comprehensive, proactive, and patient-centered experience for individuals seeking care. The specialist will exhibit exceptional customer service abilities and leverage advanced technology to address a variety of patient inquiries, including appointment management, patient onboarding, navigation assistance, and general information dissemination. The representative will consistently embody the values of Cleveland Clinic through professionalism, compassion, and support, ensuring an exemplary patient journey while minimizing financial discrepancies and adhering to compliance standards.

Key Responsibilities:

  1. Thoroughly investigates, prioritizes, and resolves patient concerns utilizing the established HEART Model, ensuring each visit is memorable and positive.
  2. Proactively engages with patients to mitigate potential issues, fostering a welcoming atmosphere.
  3. Creates a professional and inviting environment for patients and visitors by demonstrating outstanding customer service aligned with Cleveland Clinic's service excellence model.
  4. Effectively manages the needs of patients and visitors in waiting areas, actively greeting and assisting them as necessary.
  5. Conducts patient onboarding, pre-visit processes, insurance verification, and scheduling tasks in accordance with established standards to guarantee accuracy and a superior patient experience.
  6. Handles point-of-service activities, including visit preparation, co-payment collection, and patient tracking, ensuring precision and satisfaction.
  7. Facilitates billing operations, meeting compliance and organizational quality benchmarks.
  8. Maintains confidential and accurate patient records, including insurance and payment details.
  9. Encourages patient engagement with front-end technology, providing guidance and training to enhance their comfort and understanding.
  10. Supports the utilization of technology to improve understanding and ease of use for both patients and healthcare providers.
  11. Educates patients on digital tools impacting their care experience.
  12. Manages daily workflow efficiently.
  13. Participates in process improvement initiatives.
  14. Conducts telephone triage, adhering to established etiquette and service standards.
  15. Coordinates staff rescheduling and relays important messages.
  16. Arranges interpreter services as needed.
  17. Collaborates effectively with clinical staff, including providers and nurses.
  18. Adheres to compliance policies and procedures.
  19. May engage in committees and contribute to various initiatives.
  20. May participate in outreach activities to support patient health maintenance.
  21. Other responsibilities as assigned.

Education:

High School Diploma or GED is required.

Certifications:

No certifications required.

Complexity of Work:

Ability to perform basic mathematical calculations for processing insurance co-payments. Proficient in PC applications for data entry and retrieval. Capable of collaborating with others to troubleshoot and resolve technology-related issues. Typing proficiency of at least 30 words per minute is preferred.

Work Experience:

A minimum of two years in patient registration, appointment scheduling, insurance processing, or customer service roles is required. Experience in delivering exceptional customer service and resolving conflicts is essential. An Associate's Degree may substitute for one year of experience, while a Bachelor's Degree may replace the experience requirement.

Physical Requirements:

Ability to operate a PC and other office equipment. Requires prolonged periods of standing, walking, or sitting. Good visual acuity is necessary. Must navigate various environments and function effectively in a fast-paced setting. Ability to lift and transport items weighing up to 25 pounds.

Personal Protective Equipment:

Adheres to standard precautions and utilizes personal protective equipment as required.

Cleveland Clinic is committed to providing equal employment opportunities to all employees and applicants in a tobacco-free and drug-free environment. All employment offers are contingent upon testing for controlled substances and nicotine. Candidates who test positive for nicotine will have their offers rescinded. Candidates affected by Cleveland Clinic's Smoking Policy may reapply for open positions after a specified period.

Cleveland Clinic also administers an influenza prevention program and a COVID-19 vaccination program, compliance with which is mandatory.

Employment decisions are made based on the qualifications of candidates without regard to any protected characteristics.

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

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