Join Cleveland Clinic’s Lou Ruvo Center for Brain Health and become a part of one of the most respected healthcare organizations in the world. The Lou Ruvo Center for Brain Health is a medical center dedicated solely to the pursuit of more effective treatments for brain diseases and to the provision of state-of-the-art care for patients affected by these diseases and their families. Here, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation and build a rewarding career.

As a Patient Service Specialist, you will be responsible for scheduling appointments, verifying insurance data, coordinating clinic-wide resources to meet needs and facilitate access and providing customer service to patients, referring physicians and caregivers.

The ideal future caregiver is someone who:

• Has excellent interpersonal, communication and customer service skills.
• Acts in a professional, caring and helpful manner.
• Can effectively multi-task while paying attention to details and staying organized.
• Thrives in a team environment.

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:

• Navigation of patient from external facility to Cleveland Clinic.
• Triage patient to appropriate medical personnel to manage cancer finding.
• Obtain pathology, medical records, assist patients with lodging and transitioning into Cleveland Clinic health system.
• Schedule appointments, process insurance registration, direct callers to appropriate scheduling area, Epic registration, coordinates services and provides special instructions.
• Provides outstanding service to patients; Determines appointment type and urgency. Resolve patient's concerns/issues; Review/confirm appointments; Service Recovery.
• Manage incoming and outgoing communication, answer incoming calls in ACD system (ASPECT), make outgoing calls in Aspect, retrieve voicemails, contact internal and external physician offices, correspond with patients and caregivers via email and staff message.
• Resolves scheduling difficulties between patient and CC providers.
• Liaison for outside referring physicians and facilities.
• Participate in ongoing training, daily huddles, stay current on processes and procedures.
• Communicates scheduling information, instructions and directions.
• Captures referrals and cancellation reasons.
• Verifies and captures physician data.
• Validates and capture insurance coverage.
• Aligns correct insurance coverage with type of service provided. Identifies patients in need of financial counseling to facilitate payment.
• Critical thinking skills, ability to analyze data to impact work processes, ability to manage to established metrics.
• Other duties as assigned.
• Shift is 8am-5pm
• Key Words: Phone-based, Inbound Phone Skills, Scheduling Experience, Administration Duties, Patient to Doctor Messaging

Education:

• Bachelors Degree preferred.

Certifications:

• None required.

Complexity of Work:

• Excellent communication and organizational skills are essential in order to successfully communicate with a diverse patient population and workforce.
• Ability to handle multiple tasks.
• Demonstrated independent thinking and problem-solving skills.

Work Experience:

• Three years high touch customer experience or three years of Cleveland Clinic Epic experience preferred.
• Completion of CC Epic scheduling, registration and appointment center training preferred.
• A bachelors degree may offset 1 year of experience.
• Must be able to type 30 WPM.
• Analytical skills, verbal and written communication skills, with strong customer service and human relations skills.

Physical Requirements:

• Dexterity sufficient to operate a PC and other office equipment.
• Ability to lift and transport up to 25 pounds.
• May require extended periods of standing, walking or sitting.
• Good visual acuity through normal or corrected vision.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.