Patient Service Specialist

Join Cleveland Clinic Weston Hospital’s Ambulatory Team, where caregivers remain on the leading edge of technology and education while consistently providing patient-centered healthcare. Our physicians have expertise in more than 55 specialties and work as a team to deliver patient-centered, compassionate care. Here, 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.

Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission. Patient Service Specialists deliver what matters most to our patients and their families, ensure exceptional experiences and thrive on making positive impacts in the community. This specific PSS will support the Physical Therapy and Cardiology specialties as well as the Emergency Department through providing back-end clerical support, as well as answering phones, front-end and clerical support for appointments. The Patient Service Specialist role is a great steppingstone to other careers within customer service and other departments with Cleveland Clinic.

A caregiver in this position works variable 8-hour shifts requiring availability Monday – Friday from 8: 00AM – 5:00PM. Start/end times will vary slightly depending on business needs.

A caregiver who excels in this role will:

• Provide a comprehensive, proactive and “Patients First” experience for patients and visitors.

• Investigate, triage and resolve patient issues using the established HEART model.

• Create a welcome and professional environment, interact with patients and ensure stellar patient experiences.

• Perform patient registration, visit preparation, telephone triage, insurance verification, co-pay collection, patient and record tracking, scheduling, arrival and/or departure desk activities and screening and scheduling of interpreter services.

• Support front-end technology utilization to promote understanding and comfort levels in use by caregivers and providers.

• Enter and maintain confidential patient information.

• Recruit, enroll and educate patients on My Chart and Appointment Pass.

• Conduct follow-ups to My Chart, web appointment inquiries and outreach to patients informing them of upcoming routine checkups.

• Process the workflow for the day.

• Support and participate in process improvement efforts.

• Maintain measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork and medical terminology.

• Generate staff provider schedules.

Minimum qualifications for the ideal future caregiver include:

• High School Diploma or GED and two years of experience in patient registration, appointment scheduling, insurance processing or customer service

• OR an Associate’s Degree and one year of experience

• OR a Bachelor’s Degree

• Working knowledge of PC window applications sufficient to input and retrieve data

• Ability to perform basic math sufficient to process insurance co-pays

• Excellent communication and organizational skills

Preferred qualifications for the ideal future caregiver include:

• Knowledge of medical terminology

• Ability to type a minimum of 30 words per minute or demonstrable personal computer keyboard skills

• Medical office system experience

• Customer service experience in a medical setting

Physical Requirements:

• Dexterity sufficient to operate a PC and other office equipment.
• Requires extended periods of standing, walking or sitting.
• Good visual acuity through normal or corrected vision.
• Must be able to navigate various locations and function in a fast-paced, hectic environment.
• Ability to lift and transport up to 25 pounds.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.

Pay Range

Salaries which may be shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.