Appointment Center Patient Service Specialist
| Company | Cleveland Clinic |
|---|---|
| Location | Orange, OH, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level |
Requirements
- 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
Responsibilities
- 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.
Preferred Qualifications
- Bachelor’s degree may offset three years of experience