Appointment Center Patient Service Specialist

Join the Cleveland Clinic team, where you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world. 

The Appointment Center Patient Service Specialist provides customer service to patients, physicians and other callers in a closely monitored call center environment by scheduling appointments, verifying insurance data and coordinating clinic-wide resources to meet needs and facilitate access. 

This is the ideal role for an individual with experience in the following areas: customer service, call center, dispatcher, administrative assistant, bank teller. 

A caregiver in this position works Monday-Friday, from 8 a.m. -- 5 p.m. 

Qualified applicants are required to work on-site in Beachwood, Ohio for 3-4 months. 
  

A caregiver who excels in this role, will: 

• Provide customer service to patients by coordinating services, directing callers to appropriate scheduling area and providing 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 and facilities to resolve scheduling issues between patients and providers, then 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, then align correct insurance coverage with type of service provided and process insurance registration. 

• Utilize customer service skills to resolve patient's concerns and issues. 

• Perform other duties as assigned. 

Minimum qualifications for the ideal caregiver include: 

• High school diploma or GED 

• Three years of high-touch customer service experience OR three years of Cleveland Clinic Epic experience OR has completed the CC Epic scheduling and registration and appointment center training 

• Must be able to type 25 words per minute 

• Adhering to strict Call Center Metrics in a closely monitored environment 

• Strong communication, customer service, interpersonal and PC navigation skills 

Preferred qualifications for the ideal caregiver include: 

• Bachelor's degree may offset three years of experience 

Our caregivers continue to create the best outcomes for our patients across each of our facilities. Click the link to see how we provide what matters most to you: https://jobs.clevelandclinic.org/benefits-2/