Neurological Institute - Patient Access Specialist
Company: Cleveland Clinic
Location: Cleveland
Posted on: May 27, 2023
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Job Description:
Join Cleveland Clinic Hillcrest Hospital and experience
world-class healthcare at its best. Hillcrest Hospital provides
state-of-the-art healthcare to all its patients. Cleveland Clinic
Hillcrest Hospital is now ranked as the No. 3 hospital among
Cleveland-area hospitals and the No. 4 hospital in Ohio, according
to U.S. World and News Report.' Hillcrest Hospital is a proud
Magnet Hospital awarded by the American Nurses Credentialing
Center. This designation is the highest honor an organization can
receive for professional nursing practice.
As a Patient Service Specialist, you will provide comprehensive,
proactive and 'Patient First' customer service to our patients and
visitors through the entirety of their visit. Patient Service
Specialists manage a wide variety of patient requests including
appointment scheduling, patient registration, wayfinding and other
general questions. It's vital that our Patient Service Specialists
make positive first impressions on patients and visitors, ensure
stellar and efficient patient experiences, reduce financial loss
and ensure compliance.
The ideal future caregiver is someone who:
Has experience working in the medical field.
Acts in a professional, caring and helpful manner.
Thrives in a collaborative team environment.
Has excellent communication, interpersonal and customer service
skills.
Is adaptable, dependable and detail-oriented.
This is an excellent opportunity for someone who wants to learn
from various departments and locations within Cleveland Clinic.
This position will also cross-train and assist with coverage when
needed.
At Cleveland Clinic, we know what matters most. That's why we treat
our caregivers as if they are our own family, and we are always
creating ways to be there for you. Here, you'll find that we offer:
resources to learn and grow, a fulfilling career for everyone, and
comprehensive benefits that invest in your health, your physical
and mental well-being and your future. When you join Cleveland
Clinic, you'll be part of a supportive caregiver family that will
be united in shared values and purpose to fulfill our promise of
being the best place to receive care and the best place to work in
healthcare.
Job Responsibilities:
Professionally investigates, triages, and resolves patient issues
using the established HEART Model, ensuring patient's visit is an
outstanding experience. Proactively assists patients to minimize
patient issues.
Creates a welcoming and professional environment for our patients
and visitors by demonstrating exceptional customer service based
upon the expected service behaviors included in Cleveland Clinic's
START with Heart model.
Proactively manages 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.
Performs patient registration, pre-visit, insurance verification,
scheduling, arrival desk and/or departure desk activities according
to standards and guidelines ensuring accuracy and an outstanding
patient experience.
Performs point of service activities: visit preparation, co-pay
collection, patient tracking and record tracking ensuring accuracy
and an outstanding patient experience.
Facilitates billing functions, accurately meeting compliance and
organizational quality and productivity standards.
Enters and maintains confidential and accurate patient information
including patient insurance, billing, and payment information.
Encourages patient utilization of front-end technology, provides
guidance, encouragement, education and hands-on training.
Supports front-end technology utilization to promote understanding
and comfort level in use by caregivers and providers.
Recruits, enrolls, and educates patients on MyChart and Appointment
Pass impacting utilization rates and enhancing the patient
experience.
Processes the workflow for the day.
Supports and participates in process improvement efforts.
Performs telephone triage.
Follows standards and guidelines for telephones etiquette and
service when interacting with patients over the phone.
Generates staff provider reschedules.
Relays staff messaging.
Performs screening and scheduling of interpreter services.
Effectively collaborates and communicates with clinical staff, i.e.
providers, nurses and other support staff.
Supports and adheres to compliance policies and procedures.
May participate on committees and have a role in other Institute
initiatives.
May participate in patient outreach activities such as proactive
patient calls to assist with health maintenance and care
compliance.
Other duties as assigned.
Education:
Certifications:
Complexity of Work:
Ability to perform basic math sufficient to process insurance
co-pays.
Working knowledge of PC window applications sufficient to input and
retrieve data.
Ability to partner with others as needed to trouble shoot and
resolve general technology issues
Ability to type a minimum of 30 words per minute (assessed at time
of application) or demonstrable personal computer keyboard skills
is preferred.
Knowledge of medical terminology preferred
A desire and commitment to provide the highest level of
satisfaction in quality service, caring and compassion to patients,
their families and visitors.
Excellent communication and organizational skills are essential in
order to successfully communicate with a diverse patient population
and workforce.
High level of customer service experience, exemplary interpersonal
skills and ability to interact with patients and families in a wide
variety of sensitive situations.
Interest in learning new technology and troubling shooting to
resolve minor technical issues.
Easily adapts to changing technology, policies, procedures and
processes.
Demonstrated interest in process improvement or adopting new
processes and or technology.
Demonstrated ability to understand and interpret medical insurance
information.
Critical thinking, decisive judgment, and ability to work
independently with minimal supervision in an often hectic
environment.
Demonstrated independent thinking and problem-solving skills,
ability to exercise judgment to triage issues and concerns.
Demonstrated ability to switch from one task to another
successfully in a fast-paced, ever changing environment.
Work Experience:
Minimum two years of patient registration, appointment scheduling,
insurance processing or customer service/concierge experience.
Demonstrated experience in providing exceptional customer services
and conflict resolution.
Associate's Degree may substitute for one year of experience.
Bachelor's Degree may substitute for the experience
requirement.
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:
Cleveland Clinic Health System is pleased to be an equal employment
employer: Women / Minorities / Veterans / Individuals with
Disabilities
Keywords: Cleveland Clinic, Cleveland , Neurological Institute - Patient Access Specialist, Other , Cleveland, Ohio
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