Appointment Center Patient Service Specialist III – Behavioral Health

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We all have the power to help, heal, and change lives — beginning with our own.

Appointment Center Patient Service Specialist III – Behavioral Health

Location: Beachwood

Facility: Cleveland Clinic Administrative Campus

Department: Psychiatry-Neurological Institute

Shift: Days

Schedule: 8:00am-4:30pm/9:00am-5:30pm

Job Summary

Appointment Center Patient Service Specialists play a vital role in delivering what matters most to patients and their families—ensuring exceptional experiences and making a meaningful impact in the community. These specialists demonstrate strong interpersonal and customer service skills while assisting patients in scheduling appointments and managing care-related inquiries. In this role, you will manage and triage incoming calls and appointment requests specifically for Adult Behavioral Health outpatient services, serving as a key point of contact. Your contributions are essential to facilitating efficient communication and scheduling within the Neurological Institute, ultimately supporting a seamless and positive patient experience.

This role offers caregivers the opportunity to deepen their technical knowledge of scheduling workflows and gain a comprehensive understanding of departmental functions. We have a strong track record of developing talent, with many team members advancing into new roles within the team or broader department based on their career interests. During onboarding and orientation, the caregiver will primarily be on-site at CCAC, with potential shadowing opportunities at various locations to enhance learning and provide a well-rounded view of departmental operations. After the initial 90-day onboarding period, the role will transition to a hybrid/remote work model based out of Beachwood Office.

A caregiver in this position works Full-time, Monday through Friday, from 9:00am—5:30pm. No holidays or weekends.

Responsibilities

• Provide customer service to patients, caregivers, and other callers in a closely monitored call center environment.
• Coordinate services, direct callers to appropriate scheduling area and provide special instructions.
• Determine appointment type and urgency then schedule appointments.
• Communicate scheduling information, instructions, and directions.
• Capture and verify referrals and cancellation reasons, insurance coverage, and physician data.
• Process intranet appointment scheduling requests.
• Act as a liaison for outside referring physicians, resolve scheduling issues between patients and providers, and review and confirm appointments.
• Maintain acceptable performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork, and medical terminology.
• Monitor combined registration reports, AHIQA.
• Identify patients in need of financial counseling to facilitate payment, align correct insurance coverage with type of service provided and process insurance registration.
• Utilize customer service skills to resolve patient's concerns and issues.
• Answer physician hot-lines and contact appropriate caregivers for outside physicians and facilities.
• Access multiple department/physician schedules to provide after-hours assistance with physician schedule cancellations and patient surgical cancellations.
• Schedule sign language interpreters for Main Campus and FHC sites to ensure compliance with Title III of Americans with Disabilities Act, then record interpreter data on department log.

Minimum Qualifications

• High school diploma or GED
• Three years of experience working with Cleveland Clinic EPIC OR completion of the Cleveland Clinic Epic Scheduling and Registration and Appointment Center Scheduling trainings OR three years of relevant technical call center experience OR a bachelor's degree
• Ability to type 25 words per minute

Preferred Qualifications

• Knowledge of mental health services
• Understands the challenges of helping patients with mental health issues.
• Strong empathy skills

Our caregivers continue to create the best outcomes for our patients across each of our facilities.

Physical Requirements:

• Dexterity sufficient to operate a PC and other office equipment.
• Normal or corrected vision and hearing.
• Requires constant sitting and data entry.
• Requires occasional lifting or carrying of up to 25 pounds.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers, and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.

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