Cleveland Clinic
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
Patient Service Specialist Location
Twinsburg Facility
Twinsburg Family Health Center Department
Twinsburg Administration-Regional Operations Shift
Day/Evening/Night/Weekend Schedule
8:00am-5:00pm/11:30am-8:00pm Job Summary
Organizes and coordinates the activities and flow of work for the patient access area. Job Details
Join Cleveland Clinic's Twinsburg Family Health & Surgery Center and become a part of one of the most respected healthcare organizations in the world. Twinsburg Family Health & Surgery Center is a state-of-the-art facility that provides world class care through advanced specialty care, primary care and surgical services. 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. 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 role will work varying hours from 7:00am to 8:00pm based on needs. Evening/weekend rotations will vary based on needs. A caregiver who excels in this role will: Provide a comprehensive, proactive and "Patients First" experience for patients and visitors. Professionally investigate, triage and resolve patient issues using the established HEART Model, ensuring that the patient's visit is an outstanding experience. Proactively manage the 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. Perform point of service activities such as visit preparations, co-pay collections, patient racking and record tracking. Facilitate billing functions and ensure they accurately meet compliance requirements. Enter and maintain confidential and accurate patient information. Follow standards and guidelines for telephone etiquette and service while interacting with patients over the phone. Encourage patient utilization of front-end technology, provide guidance, encouragement, education and hands-on training. Support front-end technology utilization to promote understanding and comfort level in use by caregivers and providers. Process the workflow for the day. Generate staff provider rescheduling. Effectively collaborate and communicate with clinical staff. Recruit, enroll and educate patients on MyChart and Appointment Pass Perform other duties as assigned. Minimum Qualifications
High School Diploma or GED Minimum 2 years of patient registration, appointment scheduling, insurance processing or customer service/concierge experience. An associate's degree may substitute for 1 year of stated experience OR a bachelor's degree may substitute for 2 years of stated experience 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. 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 tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year. 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. Please review the Equal Employment Opportunity poster. Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities
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
Patient Service Specialist Location
Twinsburg Facility
Twinsburg Family Health Center Department
Twinsburg Administration-Regional Operations Shift
Day/Evening/Night/Weekend Schedule
8:00am-5:00pm/11:30am-8:00pm Job Summary
Organizes and coordinates the activities and flow of work for the patient access area. Job Details
Join Cleveland Clinic's Twinsburg Family Health & Surgery Center and become a part of one of the most respected healthcare organizations in the world. Twinsburg Family Health & Surgery Center is a state-of-the-art facility that provides world class care through advanced specialty care, primary care and surgical services. 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. 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 role will work varying hours from 7:00am to 8:00pm based on needs. Evening/weekend rotations will vary based on needs. A caregiver who excels in this role will: Provide a comprehensive, proactive and "Patients First" experience for patients and visitors. Professionally investigate, triage and resolve patient issues using the established HEART Model, ensuring that the patient's visit is an outstanding experience. Proactively manage the 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. Perform point of service activities such as visit preparations, co-pay collections, patient racking and record tracking. Facilitate billing functions and ensure they accurately meet compliance requirements. Enter and maintain confidential and accurate patient information. Follow standards and guidelines for telephone etiquette and service while interacting with patients over the phone. Encourage patient utilization of front-end technology, provide guidance, encouragement, education and hands-on training. Support front-end technology utilization to promote understanding and comfort level in use by caregivers and providers. Process the workflow for the day. Generate staff provider rescheduling. Effectively collaborate and communicate with clinical staff. Recruit, enroll and educate patients on MyChart and Appointment Pass Perform other duties as assigned. Minimum Qualifications
High School Diploma or GED Minimum 2 years of patient registration, appointment scheduling, insurance processing or customer service/concierge experience. An associate's degree may substitute for 1 year of stated experience OR a bachelor's degree may substitute for 2 years of stated experience 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. 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 tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year. 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. Please review the Equal Employment Opportunity poster. Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities