Patient Service Specialist

Join Cleveland Clinic’s Martin North Hospital where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. Martin North Hospital’s Emergency Department has multi-disciplinary careteams,and thestate-of-the-arttechnology needed to diagnose and treat patients efficiently and effectively, 24 hours a day, seven days a week. 

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.In this role, yousupport theEmergency Department and Outpatient Department.The Patient Service Specialist role is a great steppingstone to other careers within customer service and other departments with Cleveland Clinic.  

APRN caregiver in this position worksvarying days/evenings from5:00PM – 2:30AM or 11:00AM – 7:30PM.Availabilityto work Monday-Friday and rotating weekends and holidays isrequired.

A caregiver who excels in this role will:  

• Providea comprehensive, proactive and “Patients First” experience for patients and visitors.  

• Investigate,triageand resolve patient issues using the established HEART model.  

• Create a welcome and professional environment, interact withpatientsand 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.  

• Enter andmaintainconfidential patient information.  

• Encourage patient utilization of front-end technology and provide guidance, encouragement, education and hands-on training.

• Recruit, enroll and educate patients on MyChart and Appointment Pass.  

• 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:  

• HighSchoolDiploma or GED and two years of experience in patient registration, appointment scheduling, insuranceprocessingor customer service 

• ORanAssociate’sDegreeand one year of experience 

• ORaBachelor’sDegree

• 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