Appointment Center Patient Service Specialist

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

Appointment Center Patient Service Specialist

Location

Beachwood

Facility

Cleveland Clinic Administrative Campus

Department

Job Code

B99963

Shift

Days

Schedule

8:30am-5:00pm

Job Summary

Job Details

Join the Cleveland Clinic team where you will work alongside passionate caregivers and make a lasting, meaningful impact on patient care. Here, you will receive endless support and appreciation while building 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. As a Patient Service Specialist in the Appointment Center, your responsibility is to deliver an exceptional experience to patients, families and caregivers, from the moment they call to the final “Goodbye.” You will assist them with everything from scheduling to insurance verification. This role is a great steppingstone to others within Customer Service and various departments within Cleveland Clinic.     

Caregivers will be stationed at CC Administrative Campus in Beachwood, then will be remote. The training will last roughly 3 - 4 months. A caregiver in this position works Monday through Friday from 8:30am to 5:00pm with no weekend requirements.   

A caregiver who excels in this role will:  

• Provide customer service to patients, physicians and other callers in a closely monitored call center environment by scheduling appointments, verifying insurance data and coordinating clinic-wide resources.  

• Direct callers to the appropriate scheduling area and provide special instructions. 

• Determine the appointment type and urgency, then schedule the appointment.  

• Communicate scheduling information, instructions and directions.  

• Capture and verify referrals, cancellation reasons, insurance coverage and physician data. 

• Resolve scheduling issues between patients and providers, then review and confirm appointments.  

• Identify patients in need of financial counseling, align correct insurance coverage with type of service provided and process insurance registration. 

• Adhere to strict call center metrics.  

Minimum qualifications for the ideal future caregiver include:  

• High School Diploma/GED and three years of high touch customer service experience, three years of Cleveland Clinic Epic experience or completion of the Cleveland Clinic Epic scheduling and registration and appointment center training OR Bachelor’s Degree 

• Ability to type 25 WPM 

• 403(b) Savings & Investment Plan
• Investment Pension Plan (IPP) 
• Paid Time Off (PTO) 
• Employee Discounts
• Dental and Vision Plans 
• Life Insurance and Disability 

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.

call center, customer service, administrative, dispatcher, bank teller, customer support

                       

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. 

Please review the Equal Employment Opportunity poster. 

Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities