At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

Job Title

Appointment Center Patient Service Specialist IV:

Location

Beachwood

Facility

Cleveland Clinic Administrative Campus:

Department

Job Code

B99962

Shift

Day/Evening/Night/Weekend

Schedule

7:00am-7:00pm

Job Summary

Job Details

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, 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. Appointment Center 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. Appointment Center Patient Service Specialists demonstrate exceptional customer service and interpersonal skills while assisting patients in scheduling appointments to receive care and services.

A caregiver in this position works an 8 hour shift sometime between 7: 00am - 7:00pm. This role would include a weekend day or both weekend days. Shifts are not known until after the training period is complete.

A caregiver who excels in this role will:

• Provide customer service to patients and caregivers.

• Coordinate services, direct callers to the appropriate scheduling area and provide special instructions.

• Determine appointment type and urgency, schedule the appointment and communicate scheduling information, instructions and directions.

• Process and provide outbound call services.

• Conduct follow-ups in My Chart, web appointment inquiries, and outreach to patients informing them of appointments.

• Capture and verify referrals, cancellation reasons, insurance coverage and physician data.

• Process appointment scheduling requests.

• Resolve patients’ concerns and scheduling issues.

• Monitor combined registration reports.

• Identify patients in need of financial counseling to facilitate payment and align insurance coverage.

• Answer physician hotlines and access department/physician schedules to provide after-hours assistance.

• Schedule sign language interpreters for Cleveland Clinic’s Main Campus and Family Health Center sites and record interpreter data on the department log.

Minimum qualifications for the ideal future caregiver include:

• High school diploma or GED

• Three years of experience working with Cleveland Clinic EPIC OR completion of the Cleveland Clinic Epic Scheduling and Registration and Appointment Center Scheduling trainings OR three years of relevant technical call center experience OR a Bachelor’s Degree

• Ability to type 25 words per minute

Our caregivers continue to create the best outcomes for our patients across each of our facilities. Click the link and see how we’re dedicated to providing what matters most to you: https://jobs.clevelandclinic.org/benefits-2/

Physical Requirements:

• Ability to perform work in a stationary position for extended periods

• Ability to operate a computer and other office equipment

• Ability to communicate and exchange accurate information

• Ability to travel throughout the hospital system

• In some locations, ability to move up to 25 pounds

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required.

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 drug free environment. All offers of employment are followed by testing for controlled substances.

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.

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/

Please review the Equal Employment Opportunity poster.

Cleveland Clinic is pleased to be an equal employment opportunity employer.