Patient Service Specialist - Emergency Department

Cleveland Clinic - Mayfield Heights, OH

Full-time - Entry Level

Mayfield Heights, OH

Ambulatory Health Care Services

About the position

As a Patient Service Specialist in the Emergency Department at Cleveland Clinic's Hillcrest Hospital, you will provide comprehensive and proactive customer service to patients and visitors throughout their visit. This role involves managing various patient requests, including appointment scheduling, registration, and general inquiries, while ensuring a positive experience and compliance with organizational standards.

Responsibilities

• Professionally investigates, triages, and resolves patient issues using the established HEART Model.
• Creates a welcoming and professional environment for patients and visitors by demonstrating exceptional customer service.
• Proactively manages needs of patients and visitors in waiting areas, seeking opportunities to interact and resolve issues.
• Performs patient registration, pre-visit, insurance verification, and scheduling activities according to standards.
• Facilitates billing functions, ensuring compliance and quality standards are met.
• Enters and maintains confidential and accurate patient information, including insurance and billing details.
• Encourages patient utilization of front-end technology and provides guidance and training.
• Processes daily workflow and supports process improvement efforts.
• Performs telephone triage and follows standards for telephone etiquette.
• Generates staff provider reschedules and relays staff messaging.
• Performs screening and scheduling of interpreter services.
• Collaborates and communicates effectively with clinical staff.
• May participate in patient outreach activities and other duties as assigned.

Requirements

• High School Diploma or GED required.
• Minimum two years of patient registration, appointment scheduling, insurance processing, or customer service experience.
• Excellent communication, computer, typing, and customer service skills.
• Ability to perform basic math for processing insurance co-pays.
• Working knowledge of PC applications for data input and retrieval.
• Ability to type a minimum of 30 words per minute or demonstrate keyboard skills.
• Knowledge of medical terminology preferred.
• High level of customer service experience and exemplary interpersonal skills.

Nice-to-haves

• Associate's Degree may substitute for one year of experience.
• Bachelor's Degree may substitute for the experience requirement.
• Interest in learning new technology and troubleshooting minor technical issues.

Benefits

• Comprehensive benefits that invest in health and well-being.
• Resources for learning and career growth.
• Supportive caregiver family environment.