AC Patient Service Specialist IV

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

Location

Facility

Department

Job Code

Shift

Schedule

Job Summary

Job Details

Job Responsibilities:

• Provides customer service to patients/caregivers by coordinating services, directing callers to appropriate scheduling area and providing special instructions.
• Determines appointment type and urgency then schedules appointments. Communicates scheduling information, instructions and directions.
• Processes and provides outbound call services as directed.
• May conduct follow ups to MyChart, web appointment inquiries and outreach to patients informing them of upcoming routine checkups.
• Captures and verifies referrals and cancellation reasons, insurance coverage and physician data.
•  Processes call, fax and intra/internet appointment scheduling requests.
• Acts as a liaison between outside referring physicians and CC care facility teams to resolve scheduling issue for patients and providers—then reviewing and confirming all appointments.
• Maintains measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork, and medical terminology.
• Monitors combined registration reports, AHIQA.
• Identifies patients in need of financial counseling to facilitate payment and aligns insurance coverage to the type of service provided and processes this related insurance registration.
•  Utilizes customer service skills to resolve patient's concerns and issues.
• Answers physician hot-lines and contacts appropriate staff for outside physicians and facilities.
• Accesses multiple department/physician schedules to provide after-hours assistance with physician schedule cancellations and patient surgical cancellations.
•  Schedules sign language interpreters for all main campus and FHC sites to ensure compliance with Title III of Americans with Disabilities Act then, records interpreter data on department log.
• Other duties as assigned.

Education:

• High School Diploma/GED required.•
• Bachelor's degree can substitute three years of experience. 

Certifications:

• None required.

Complexity of Work/Competencies:

• Requires critical thinking skills, analytical skills, and the ability to work with minimal supervision.•
• Requires effective communication, customer service, follow up, organization and interpersonal skills. •
• Excellent analytical skills, verbal and written communication skills, strong customer service and human relations skills (.) 

Work Experience:

• Three years of Cleveland Clinic Epic experience or completed the Cleveland Clinic Epic scheduling and Registration and Appointment Center Scheduling Training.               
• Three years of relevant technical call center experience can substitute work experience. 
• Must be able to type 25 WPM. 

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 tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All offers of employment are follwed by testing for controlled substances 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