What are the responsibilities and job description for the Appointment Center Patient Service Specialist IV - Post-Acute Care position at Cleveland Clinic Lerner Research Institute?
Appointment Center Patient Service Specialist IV – Post-Acute Care
Cleveland Clinic Martin North Hospital is a fully integrated medical campus that includes diagnostic centers, outpatient surgery and a 24-hour emergency department located in the state-of-the-art hospital. Cleveland Clinic Martin North Hospital is part of the world-renowned Cleveland Clinic, a nonprofit, multispecialty, academic medical center that integrates clinical and hospital care with research and education.
Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission. Appointment Center Patient Service Specialists deliver what matters most to our patients and their families, ensure exceptional experiences and thrive on making positive impacts in the community. In this role, you will demonstrate exceptional customer service and interpersonal skills while assisting patients in scheduling appointments to receive care and services.
A caregiver in this position works from 8:00AM – 5:00PM.
A Caregiver Who Excels In This Role Will
Physical Requirements
Cleveland Clinic Martin North Hospital is a fully integrated medical campus that includes diagnostic centers, outpatient surgery and a 24-hour emergency department located in the state-of-the-art hospital. Cleveland Clinic Martin North Hospital is part of the world-renowned Cleveland Clinic, a nonprofit, multispecialty, academic medical center that integrates clinical and hospital care with research and education.
Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission. Appointment Center Patient Service Specialists deliver what matters most to our patients and their families, ensure exceptional experiences and thrive on making positive impacts in the community. In this role, you will demonstrate exceptional customer service and interpersonal skills while assisting patients in scheduling appointments to receive care and services.
A caregiver in this position works from 8:00AM – 5:00PM.
A Caregiver Who Excels In This Role Will
- Provide customer service to patients and caregivers.
- Coordinate services, direct callers to the appropriate scheduling area and provide special instructions.
- Determine appointment type and urgency, schedule the appointment and communicate scheduling information, instructions and directions.
- Process and provide outbound call services.
- Conduct follow-ups in MyChart, web appointment inquiries, and outreach to patients informing them of appointments.
- Capture and verify referrals, cancellation reasons, insurance coverage and physician data.
- Process appointment scheduling requests.
- Resolve patients’ concerns and scheduling issues.
- Monitor combined registration reports.
- Identify patients in need of financial counseling to facilitate payment and align insurance coverage.
- Answer physician hotlines and access department/physician schedules to provide after-hours assistance.
- Schedule sign language interpreters for Cleveland Clinic’s Main Campus and Family Health Center sites and record interpreter data on the department log.
- 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
Physical Requirements
- Dexterity to produce material on a PC
- Normal or corrected vision and hearing
- Constant sitting and data entry
- Occasional lifting or carrying of up to 25 pounds
- Follow Standard Precautions using personal protective equipment as required
