Patient Service Specialist - Stuart, United States - Cleveland Clinic

Cleveland Clinic
Cleveland Clinic
Verified Company
Stuart, United States

1 week ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Join Cleveland Clinic's Martin South Hospital where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family.

This 100-bed hospital provides top-quality patient care to the communities in and around Martin County. Here, you will work alongside passionate physicians, nurses, and other caregivers in a family-oriented, supportive environment.


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:

  • Engages with their team.
  • Acts in a professional, caring and helpful manner.
  • Has excellent communication, interpersonal and customer service skills.
  • Is reliable, teamoriented, agile and adaptable.
  • Aligns with Cleveland Clinic's core values.


This role will allow you to create the foundation in healthcare that you've been looking for as it's a steppingstone to other roles within the department and Cleveland Clinic.

Caregivers are encouraged to advance their knowledge by signing up for leadership courses and personal mentorship with their leader.

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.


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, previsit, 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, copay 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 frontend technology, provides guidance, encouragement, education and handson training.
  • Supports frontend 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:


  • High School Diploma or GED required.

Certifications:


  • None required.

Complexity of Work:


  • Ability to perform basic math sufficient to process insurance copays.
  • Ability to partner with others as needed to trouble shoot and resolve general technology issues
  • Knowledge of
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