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Job Title

Appointment Center Patient Service Specialist IV

Location

Cleveland

Facility

Remote Location

Department

Job Code

B99962

Shift

Days

Schedule

9:30am-6:00pm

Job Summary

This position has a work from home opportunity but will require you to work on site in Beachwood, OH for 90 - 120 days for the training.

Shift: 9:30am - 6:00pm
Monday - Friday

Provides customer service to patients, caregivers, 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 facilitates access. May work on outbound call projects, using spreadsheets and word documents to track data. Handles physician hotlines, schedules sign language interpreters when needed and provides after hours assistance with physician schedules. May handle MyChart and web appointments.

Job Details

Job Responsibilities:

• Provides customer service to patients/caregivers by coordinating services, directing callers to appropriate scheduling area and providing special instructions.
• Determines appointment type and urgency then schedules appointments. Communicates scheduling information, instructions and directions.
• Processes and provides outbound call services as directed.
• May conduct follow ups to MyChart, web appointment inquiries and outreach to patients informing them of upcoming routine checkups.
• Captures and verifies referrals and cancellation reasons, insurance coverage and physician data.
• Processes call, fax and intra/internet appointment scheduling requests.
• Acts as a liaison between outside referring physicians and CC care facility teams to resolve scheduling issue for patients and providers—then reviewing and confirming all appointments.
• Maintains measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork, and medical terminology.
• Monitors combined registration reports, AHIQA.
• Identifies patients in need of financial counseling to facilitate payment and aligns insurance coverage to the type of service provided and processes this related insurance registration.
• Utilizes customer service skills to resolve patient's concerns and issues.
• Answers physician hot-lines and contacts appropriate staff for outside physicians and facilities.
• Accesses multiple department/physician schedules to provide after-hours assistance with physician schedule cancellations and patient surgical cancellations.
• Schedules sign language interpreters for all main campus and FHC sites to ensure compliance with Title III of Americans with Disabilities Act then, records interpreter data on department log.
• Other duties as assigned.

Education:

• HS Diploma/GED required.

Certifications:

• None required.

Complexity of Work/Competencies:

• Requires critical thinking skills, analytical skills and the ability to work with minimal supervision.
• Requires strong communication, customer service, follow up, organization and interpersonal skills.
• Excellent analytical skills, verbal and written communication skills, strong customer service and human relations skills

Work Experience:

• Three (3) years of Cleveland Clinic Epic experience or has completed the CC Epic scheduling and Registration and Appointment Center Scheduling Training.
• Bachelor's degree may offset 3 years of experience; or Three (3) years of relevant technical call center experience may be substituted.
• Must be able to type 25 WPM.

Physical Requirements:

• Typical physical demands include a high degree of dexterity to produce material on a PC; normal or corrected vision and hearing.
• Requires constant sitting and data entry.
• Requires occasional lifting or carrying of up to 25 pounds.

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required.

Keywords: customer service, call center, front desk, customer care associate, pre-access rep, patient registration, scheduling, front office

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 tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All offers of employment are follwed by testing for controlled substances and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year.

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.

Please review the Equal Employment Opportunity poster .

Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities