What are the responsibilities and job description for the Appointment Specialist II position at Cleveland Clinic?
Supports clinic operations by direct involvement with physicians, nurses, patients and other caregivers. Responds to patient contacts telephonically, via my chart and web portal. Schedules/reschedules patient appointments, resolves escalated patient issues while creating exceptional patient and caregiver experiences. Is able to perform all the duties of an Appointment Specialist I, and serves as a subject matter expert for the particular site/specialty being supported. Demonstrates exceptional Quality in patient interactions and efficient work processes.
Responsibilities:
- Supports clinic operations by direct involvement with physicians, nurses, patients and other caregivers.
- Facilitates patient access to CCF through direct appointment scheduling or by serving as a liaison between patients and other departments.
- Works through and resolves patient issues professionally and efficiently.
- Creates telephone encounters for the respective site, specialty and physician efficiently and according to CCF guidelines.
- Assists in rescheduling patients due to physician out days in a timely manner.
- Verifies and updates patient demographics and insurance information.
- Inputs reasons for all visits on all appointments and uses the Florida Questionnaire for every appointment.
- Ensures same day add-on appointments are communicated to appropriate department personnel.
- Assists other areas of the Appointment Center and Clinic as needed.
- Schedules simple nurse visits e.g BP check, Tdap, immunizations ( Flu, Shingles ).
- Fax referrals/orders to appropriate party.
- Escalates patient issues outside of scope to appropriate office personnel in an efficient manner.
- Serves as subject matter expert for the respective site/specialty.
- Assists with internal Help Desk, answering appointment specialist questions efficiently, accurately and in a friendly manner
- Monitors Appointment Specialist I calls correctly rating the interaction, and calibrates with Appointment Center leadership.
- Distributes MyChart, Web Appointment, Work-Queue work to Appointment Specialists.
- Other duties as assigned
Education:
- H.S. Diploma required
- Some College or Technical Training preferred
Languages:
- English- Required
- Spanish- Preferred
Certifications:
- None Required
Complexity of Work:
- Knowledge of Medical Terminology gained through experience or formal course work.
- Exceptional Customer Service and interpersonal skills.
- Exceptional oral and written communication.
- Strong computer skills.
- Must meet the standards of performance outlined in Organizational-wide competencies.
Work Experience:
- Two years medical office/insurance experience.
Physical Requirements:
- Able to sit for long periods of time.
- Must be able to use a keyboard, mouse and see a computer screen for sustained periods of time.
- Must be able to hear patients and speak clearly and succinctly.
Personal Protective Equipment:
- Follows standard precautions using personal protective equipment as required.
Pay Range
Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.
Salary : $1,000 - $1,000,000