Qualified applicants must reside in the Akron, OH area as training is required on siteJoin Cleveland Clinic's Mercy Hospital where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. Officially becoming a full member of the Cleveland Clinic Health System in 2021, Mercy Hospital offers a wide variety of medical specialties to the communities in and around Stark County. 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.As an Appointment Center Patient Service Specialist II, you will be responsible for:
Scheduling appointments.
Verifying insurance data.
Coordinating clinic wide resources to meet needs and facilitate access.
Providing customer service to patients, physicians and other callers.
The ideal future caregiver is someone who:
Acts in a professional, caring and helpful manner.
Demonstrates a strong work ethic and critical thinking skills.
Is computer literate and comfortable with various technology platforms.
Has typing skills.
Has knowledge of medical terminology.
By taking this opportunity, you will join a supportive team that offers opportunities to work from home. You'll be supported as you enhance your customer service skills and advance your career as this position offers tuition reimbursement and endless opportunities within Cleveland Clinic.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:
Provides outstanding service to patients; Determines appointment type and urgency. Schedules appointments, coordinates services and provides special instructions. Communicates scheduling information, instructions and directions. Captures referrals and cancellation reasons. Verifies and captures physician data. Processes CC intranet appointment scheduling requests.
Maintain acceptable performance in Quality; Patient Experience; First Call Resolution (FCR); Customer satisfaction; Teamwork; Medical Terminology. Validates and capture insurance coverage. Aligns correct insurance coverage with type of service provided. Monitors combined registration reports, AHIQA. Identifies patients in need of financial counseling to facilitate payment.
Strong customer service skills; Ability to resolve patient's concerns/issues; Review/confirm appointments; Soft skills; Service Recovery. Resolves scheduling difficulties between patient and CC providers.
Attends training and passes assessment testing for MI, and PI. Schedules for these institutes with less and a 2% error rate.
Other duties as assigned.
Education:
HS Diploma/GED 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.
Must be computer literate and comfortable with various technology platforms; data entry, key board and mouse navigation and proficient in Microsoft Office.
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.
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.Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities