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Patient Service Representative

2 months ago

Cuyahoga Falls, Ohio, United States Cleveland Clinic Full time
Job Summary

Cleveland Clinic is seeking a highly skilled and customer-focused individual to join our team as a Patient Service Representative. This role is responsible for providing exceptional patient experience, resolving issues, and ensuring compliance with organizational standards.

Key Responsibilities
  • Investigate and resolve patient issues using the HEART Model, ensuring a positive experience.
  • Assist patients in minimizing issues and creating a welcoming environment.
  • Manage patient needs in waiting areas, interacting with patients, and resolving issues.
  • Perform patient registration, pre-visit, insurance verification, scheduling, and departure desk activities.
  • Facilitate billing functions, ensuring accuracy and compliance.
  • Enter and maintain patient information, including insurance, billing, and payment details.
  • Encourage patient utilization of front-end technology and provide guidance and training.
  • Support front-end technology utilization and promote understanding and comfort level among caregivers and providers.
  • Recruit, enroll, and educate patients on MyChart and Appointment Pass.
  • Process workflow for the day and support process improvement efforts.
  • Perform telephone triage and follow standards for telephone etiquette and service.
  • Generate staff provider reschedules and relay staff messaging.
  • Screen and schedule interpreter services and collaborate with clinical staff.
  • Support compliance policies and procedures and participate in committees and initiatives.
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.
  • Associates Degree may substitute for one year of experience.
  • Bachelors 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.
  • Ability to navigate various locations and function in a fast-paced environment.
  • Ability to lift and transport up to 25 pounds.
Personal Protective Equipment

Follows standard precautions using personal protective equipment as required.