Healthcare Customer Service Representative

2 weeks ago

Akron, Ohio, United States Cleveland Clinic Full time
Join the Cleveland Clinic Family
Become a vital part of the Cleveland Clinic team, where you will collaborate with dedicated healthcare professionals to deliver exceptional patient-centered care. Cleveland Clinic is esteemed as one of the leading healthcare institutions in the nation.

As a Patient Service Specialist, your role will encompass providing thorough, proactive, and 'Patient First' 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 for patients and visitors, ensuring a stellar and efficient patient experience while minimizing financial loss and maintaining compliance.


The ideal candidate will possess:
Excellent communication and customer service abilities. A professional, caring, and helpful demeanor. The capability to manage multiple tasks while maintaining attention to detail and organization. Flexibility, compassion, and friendliness. A strong work ethic.
This role offers you the opportunity to establish a solid foundation in healthcare.

You will receive support as you enhance your customer service skills and advance your career, with benefits such as tuition reimbursement and numerous opportunities within Cleveland Clinic.

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


What We Offer:

Resources for learning and growth, a fulfilling career path for everyone, and comprehensive benefits that focus on your health, well-being, and future.

By joining Cleveland Clinic, you will become part of a supportive caregiver community united by shared values and a commitment to being the best place for care and employment in healthcare.


Key Responsibilities:
Professionally address, assess, and resolve patient concerns using the established HEART Model, ensuring an outstanding experience for every patient.

Foster a welcoming and professional atmosphere for our patients and visitors by demonstrating exceptional customer service based on Cleveland Clinic's START with Heart model.

Proactively attend to the needs of patients and visitors in our waiting areas, seeking opportunities to engage with patients, resolve issues, and provide service recovery.

Conduct patient registration, pre-visit, insurance verification, scheduling, and arrival/departure desk activities according to established standards, ensuring accuracy and an excellent patient experience.


Perform Point of Service Activities:
Prepare for visits, collect co-pays, track patient records, and ensure accuracy for an outstanding patient experience.
Facilitate billing functions while adhering to compliance and organizational quality standards.
Maintain confidential and accurate patient information, including insurance, billing, and payment details.
Encourage patient use of front-end technology, providing guidance, education, and hands-on training.
Support front-end technology utilization to enhance understanding and comfort for caregivers and providers.
Assist in recruiting, enrolling, and educating patients on MyChart and Appointment Pass to improve utilization rates and enhance the patient experience.
Manage daily workflow effectively.
Engage in process improvement initiatives.
Conduct telephone triage.
Adhere to standards for telephone etiquette and service when interacting with patients over the phone.
Coordinate staff provider reschedules.
Relay staff messaging.
Schedule interpreter services as needed.
Collaborate effectively with clinical staff, including providers, nurses, and other support personnel.
Support and comply with organizational policies and procedures.
Participate in committees and contribute to other initiatives as needed.
Engage in patient outreach activities, such as proactive calls to assist with health maintenance and care compliance.
Other duties as assigned.

Education:
High School Diploma or GED required.

Certifications:

Complexity of Work:
Ability to perform basic math for processing insurance co-pays.
Working knowledge of PC applications sufficient for data input and retrieval.

Ability to collaborate with others to troubleshoot and resolve general technology issues. Typing proficiency of at least 30 words per minute (assessed at application) or demonstrable keyboard skills is preferred.

Knowledge of medical terminology is preferred. A commitment to providing the highest level of satisfaction in service, care, and compassion to patients, families, and visitors.

Excellent communication and organizational skills are crucial for effectively interacting with a diverse patient population and workforce.

High level of customer service experience, exemplary interpersonal skills, and the ability to engage with patients and families in sensitive situations.

Adaptability to changing technology, policies, procedures, and processes is essential.
Demonstrated interest in process improvement or adopting new technologies and processes.
Ability to understand and interpret medical insurance information.
Critical thinking, decisive judgment, and the ability to work independently with minimal supervision in a fast-paced environment.
Demonstrated independent thinking and problem-solving skills, with the ability to triage issues and concerns effectively.
Proven ability to transition between tasks successfully in a dynamic environment.

Work Experience:
A minimum of two years in patient registration, appointment scheduling, insurance processing, or customer service/concierge experience. Demonstrated experience in providing exceptional customer service and conflict resolution.
An Associate's Degree may substitute for one year of experience.
A 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 environment.
Ability to lift and transport up to 25 pounds.

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

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

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

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