Job Description

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

Patient Service Specialist

Location

Weston

Facility

Florida Weston Hospital

Department

Neurology-Weston Hospital

Job Code

000667

Shift

Days

Schedule

8:30am-5:00pm

Job Summary

Job Details

Join Cleveland Clinic Weston Hospital’s Ambulatory Team, where caregivers remain on the leading edge of technology and education while consistently providing patient-centered healthcare. Our physicians have expertise in more than 55 specialties and work as a team to deliver patient-centered, compassionate care. Here, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission. Patient Service Specialists deliver what matters most to our patients and their families, ensure exceptional experiences and thrive on making positive impacts in the community. This specific PSS will support the Neurology, Neurosurgery

and Pain specialties through providing back-end clerical support, as well as answering phones, front-end support and clerical support for appointments. The Patient Service Specialist role is a great steppingstone to other careers within customer service and other departments with Cleveland Clinic.

A caregiver in this position works Monday-Friday from 8:00AM – 5:00PM, with some flexibility needed for business needs.

A caregiver who excels in this role will:

• Provide a comprehensive, proactive and “Patients First” experience for patients and visitors.
• Investigate, triage and resolve patient issues using the established HEART model.
• Create a welcome and professional environment, interact with patients and ensure stellar patient experiences.
• Perform patient registration, visit preparation, telephone triage, insurance verification, co-pay collection, patient and record tracking, scheduling, arrival and/or departure desk activities and screening and scheduling of interpreter services.
• Support front-end technology utilization to promote understanding and comfort levels in use by caregivers and providers.
• Enter and maintain confidential patient information.
• Recruit, enroll and educate patients on MyChart and Appointment Pass.
• Conduct follow-ups to MyChart, web appointment inquiries and outreach to patients informing them of upcoming routine checkups.
• Process the workflow for the day.
• Support and participate in process improvement efforts.
• Maintain measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork and medical terminology.
• Generate staff provider schedules.

Minimum qualifications for the ideal future caregiver include:

• High School Diploma or GED and two years of experience in patient registration, appointment scheduling, insurance processing or customer service
• OR an Associate’s Degree and one year of experience
• OR a Bachelor’s Degree
• Working knowledge of PC window applications sufficient to input and retrieve data
• Ability to perform basic math sufficient to process insurance co-pays
• Excellent communication and organizational skills

Preferred qualifications for the ideal future caregiver include:

• Knowledge of medical terminology
• Ability to type a minimum of 30 words per minute or demonstrable personal computer keyboard skills
• Medical office system experience
• Customer service experience in a medical setting
• Bilingual Spanish language skills

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:

• 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 drug free environment. All offers of employment are followed by testing for controlled substances.

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.

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/

Please review the Equal Employment Opportunity poster.

Cleveland Clinic is pleased to be an equal employment opportunity employer.