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Patient Services Specialist Job in Cleveland, Ohio US

Patient Services Specialist

OhioMeansJobs.com 2 - Cleveland, OH

Posted: 2/18/2020 - Expires: 5/18/2020

Job ID: 215948928



Job Description

OhioMeansJobs|Clevleand-Cuyahoga County, OMJCC, is currently sourcing Patient Service Specialists candidates for large healthcare facility in downtown Cleveland, OH. The Patient Service Specialist provides a comprehensive, proactive, and "Patients First" experience for our patients and visitors. Demonstrates outstanding customer service skills and uses evolving technology to manage a wide range of patient requests including appointment scheduling, patient registration, way-finding, answering general questions and meeting needs. Always represents Cleveland Clinic in a professional, caring and helpful manner. Ensure stellar and efficient patient experience while reducing financial loss and ensuring compliance.

Job Profile Summary
Provides a comprehensive, proactive, and “Patients First” experience for our patients and visitors. Demonstrates outstanding customer
service skills and uses evolving technology to manage a wide range of patient requests including appointment scheduling, patient
registration, way-finding, answering general questions and meeting needs. Always represents Cleveland Clinic in a professional, caring and
helpful manner. Ensures stellar and efficient patient experience while reducing financial loss and ensuring compliance.

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.
  • 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
  • Must be able to type a minimum of 30 words per minute (assessed at time of application) or demonstrable personal computer keyboard skills.
  • 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.
  • Recruits, enrolls, and educates patients on Appointment Pass impacting utilization rates and enhancing the patient experience.
Personal Protective Equipment:
  • Follows standard precautions using personal protective equipment as required.

 

OMJCC 8363- 7009
Recruiter hotline 216-777-8255

Job Summary


Employment Type:
Full Time Employee
Job type:
Regular Employment
Skill Based Partner:
No
Education Level:
Attained Certificate of equivalency for a HS degree
Work Days:
Sun, Mon, Tue, Wed, Thu, Fri, Sat
Work Shift:
Second
Job Reference Code
OMJCC 8363- 7009
Salary
$15.00 - $0.00 /hour
Licenses / Certifications:
N/A
Display Recommended WorkKeys®Recommended WorkKeys®:
N/A