Appointment Center Patient Service Specialist

Responsibilities:

• Provides customer service to patients 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.
• Captures and verifies referrals and cancellation reasons, insurance coverage and physician data.
• Processes intranet appointment scheduling requests.
• Acts as a liaison for outside referring physicians and facilities to resolve scheduling issue between patients and providers then review and confirm appointments.
• Maintains acceptable 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 then aligns correct insurance coverage with type of service provided and processes insurance registration.
• Utilizes customer service skills to resolve patient's concerns and issues.
• Other duties as assigned.

Education:

• HS Diploma/GED required.

Certifications:

• None required.

Complexity of Work/Competencies:

• Requires critical thinking skills, analytical skills and the ability to work with minimal supervision in a Call Center.
• Must adhere to strict Call Center Metrics in a closely monitored environment.
• Requires strong communication, customer service, interpersonal, PC navigation skills.
• Excellent analytical skills, verbal and written communication skills, with strong customer service and human relations skills.

Work Experience:

• Three (3) years high touch customer service experience, or three (3) years of Cleveland Clinic Epic experience or has completed the CC Epic scheduling and registration and appointment center training.
• Bachelor's degree may offset 3 years of experience
• Must be able to type 25 WPM.

Physical Requirements:

• Typical physical demands include a high degree of dexterity to produce material on a PC; normal or corrected vision and hearing.
• Requires constant sitting and data entry with a headset.
• Requires occasional lifting or carrying of up to 25 pounds.

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required.