Patient Service Specialist

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

We all have the power to help, heal and change lives — beginning with our own. That's the power of the Cleveland Clinic Health System team, and The Power of Every One.

Job Title

Patient Service Specialist

Location

Euclid

Facility

Euclid Hospital

Department

Admitting and Registration-Euclid Hospital

Job Code

B15028

Shift

Day/Evening/Night/Weekend

Schedule

10:00am-6:30pm

Job Summary

Join Cleveland Clinic Euclid Hospital and experience world-class healthcare at its best. Cleveland Clinic Euclid Hospital offers a complete continuum of care, including emergency services, sub-acute care, rehabilitation and outpatient care. Here, you will work alongside a team of dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission. As a Patient Service Specialist, you will help facilitate a positive experience for patients and their families by supporting areas such as Emergency Department, admissions, surgery/registration, radiology, chronic care and laboratory services. Using your customer service skills, you can assist in ensuring the unit runs smoothly and patients feel informed and at ease. This role is a great steppingstone to other careers within customer service and other departments with Cleveland Clinic.

A caregiver in this role works days from 10:00 a.m. – 6:30 p.m. with rotating weekend and holiday requirements.

A caregiver who excels in this role will:

• Provide a comprehensive, proactive, and "Patients First" experience for all patients and visitors.
• Create a welcoming, professional environment by demonstrating exceptional customer service aligned with Cleveland Clinic's START with Heart and HEART models.
• Proactively assist patients and visitors in waiting areas, greet patients, resolve issues, and deliver effective service recovery.
• Investigate, triage, and resolve patient issues using the HEART model to ensure a stellar patient experience.
• Perform front-desk operations including patient registration, visit preparation, pre-visit workflows, co-pay collection, arrival and departure desk activities, and patient/record tracking.
• Verify insurance, collect and enter billing and payment information accurately.
• Screen and schedule interpreter services as needed.
• Conduct telephone triage, follow phone etiquette standards, relay staff messaging, and generate provider reschedules.
• Support billing functions while ensuring compliance with organizational quality and productivity standards.
• Enter and maintain accurate and confidential patient data, including insurance and demographic information.
• Encourage and assist patients in using front-end technologies; provide hands-on training for tools such as MyChart and Appointment Pass.
• Support caregivers and providers in understanding and using front-end technologies to enhance workflow.
• Recruit, enroll, and educate patients on MyChart and Appointment Pass to increase utilization and improve the overall patient experience.

Minimum qualifications for the ideal future caregiver include:

• High School Diploma or GED and two years of experience in patient registration, appointment scheduling, insurance processing or customer service OR an Associate's Degree and one year of experience OR a Bachelor's Degree
• Knowledge of PC window applications sufficient to input and retrieve data
• Experience with providing customer service and conflict resolution
• Ability to perform basic math sufficient to process insurance co-pays

Preferred qualifications for the ideal future caregiver include:

• Knowledge of medical terminology
• Ability to type a minimum of 30 words per minute or demonstrable personal computer keyboard skills

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, hectic environment.
• Ability to lift and transport 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 drug free environment. All offers of employment are followed by testing for controlled substances.

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