Patient Service Specialist

Patient Service Specialist

Requirements

• High School Diploma or GED required
• 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 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
• 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 troubleshooting to resolve minor technical issues
• Easily adapts to changing technology, policies, procedures and processes
• 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

Responsibilities

• Professionally investigates, triages, and resolves patient issues using the established HEART Model, ensuring patient’s visit is an outstanding experience
• 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

Preferred Qualifications

• 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
• Associate’s Degree may substitute for one year of experience
• Bachelor’s Degree may substitute for the experience requirement