Appointment Center Patient Service Specialist IV

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.