Join the Cleveland Clinic team where you will work next to talented caregivers and provide exceptional and highly ranked care. As an organization dedicated to the well-being of both patients and the employees committed to their care, Cleveland Clinic is proud to announce it has been named one of the country's Best Workplaces in Health Care. Join our family of caregivers and you will quickly discover how we empower your career.We are looking for a Patient Service Specialist to join our organization. The Patient Service Specialist provides a comprehensive, proactive, and 'Patients First' experience for our patients and visitors. They demonstrate outstanding customer service skills and use evolving technology to manage a wide range of patient requests, including appointment scheduling, patient registration, answering frequent questions and meeting needs.Your primary duties will include:-Performing patient registration, pre-visit, insurance verification, scheduling, arrival desk and/or departure desk activities according to standards and guidelines ensuring accuracy and outstanding patient experience.-Performing point of service activities: visit preparation, co-pay collection, patient tracking and record tracking ensuring accuracy and outstanding patient experience.-Entering and maintaining confidential and accurate patient information including patient insurance, billing, and payment information.-Encouraging patient utilization of front-end technology, providing guidance, encouragement, education, and hands-on training.-Supporting front-end technology utilization to promote understanding and comfort level in use by caregivers and providers.-Recruiting, enrolling, and educating patients on MyChart and Appointment Pass impacting utilization rates and enhancing the patient experience.The ideal candidate is someone who:-Uses communication strategies to achieve desirable outcomes.-Is Empathetic to the needs and concerns of patients.-Demonstrates outstanding customer service skills.-Has computer skills, ability to navigate through multiple systems.This is a high-quality chance for you to join our Patient Access Services Team and discover what customer service truly means to Cleveland Clinic. We also offer leadership development opportunities from work leader to supervisor. We do this through training and programs that will help you advance your skills as well as allow you to identify and explore new opportunities.Cleveland Clinic provides what matters most: career growth, delivering world-class care to our patients, continuous learning, exceptional benefits and working for an organization that offers many long-term career paths. Join us and experience a culture where opportunities to advance and the support to get there go hand in hand.Job Responsibilities:Professionally investigates, triages, and resolves patient issues using the established HEART Model, ensuring patient's visit is an outstanding experience. Proactively assists patients to minimize patient issues.
Creates a welcoming and professional environment for our patients and visitors by demonstrating exceptional customer service based upon the expected service behaviors included in Cleveland Clinic's START with Heart model.
Proactively manages needs of patients and visitors in our waiting areas, seeking opportunities to interact with patients by actively greeting patients when appropriate, resolving patient issues and providing service recovery.
Performs patient registration, pre-visit, insurance verification, scheduling, arrival desk and/or departure desk activities according to standards and guidelines ensuring accuracy and an outstanding patient experience.
Performs point of service activities: visit preparation, co-pay collection, patient tracking and record tracking ensuring accuracy and an outstanding patient experience.
Facilitates billing functions, accurately meeting compliance and organizational quality and productivity standards.
Enters and maintains confidential and accurate patient information including patient insurance, billing, and payment information.
Encourages patient utilization of front-end technology, provides guidance, encouragement, education and hands-on training.
Supports front-end technology utilization to promote understanding and comfort level in use by caregivers and providers.
Recruits, enrolls, and educates patients on MyChart and Appointment Pass impacting utilization rates and enhancing the patient experience.
Processes the workflow for the day.
Supports and participates in process improvement efforts.
Performs telephone triage.
Follows standards and guidelines for telephones etiquette and service when interacting with patients over the phone.
Generates staff provider reschedules.
Relays staff messaging.
Performs screening and scheduling of interpreter services.
Effectively collaborates and communicates with clinical staff, i.e. providers, nurses and other support staff.
Supports and adheres to compliance policies and procedures.
May participate on committees and have a role in other Institute initiatives.
May participate in patient outreach activities such as proactive patient calls to assist with health maintenance and care compliance.
Other duties as assigned.
Education:High School Diploma or GED required.
Complexity of Work:Ability to perform basic math sufficient to process insurance co-pays.
Working knowledge of PC window applications sufficient to input and retrieve data.
Ability to partner with others as needed to trouble shoot and resolve general technology issues
Ability to type a minimum of 30 words per minute (assessed at time of application) or demonstrable personal computer keyboard skills is preferred.
Knowledge of medical terminology preferred
A desire and commitment to provide the highest level of satisfaction in quality service, caring and compassion to patients, their families and visitors.
Excellent communication and organizational skills are essential in order to successfully communicate with a diverse patient population and workforce.
High level of customer service experience, exemplary interpersonal skills and ability to interact with patients and families in a wide variety of sensitive situations.
Interest in learning new technology and troubling shooting to resolve minor technical issues.
Easily adapts to changing technology, policies, procedures and processes.
Demonstrated interest in process improvement or adopting new processes and or technology.
Demonstrated ability to understand and interpret medical insurance information.
Critical thinking, decisive judgment, and ability to work independently with minimal supervision in an often hectic environment.
Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns.
Demonstrated ability to switch from one task to another successfully in a fast-paced, ever changing environment.
Work Experience: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.
Associate's Degree may substitute for one year of experience.
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, hectic environment.
Ability to lift and transport up to 25 pounds.
Personal Protective Equipment:Follows standard precautions using personal protective equipment as required.
Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities
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