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
Patient Service Specialist

### Location
Stuart

### Facility
Martin Health North

### Department
MMC Admitting-Cleveland Clinic Martin Health

### Job Code
000667

### Shift
Day/Evening/Night/Weekend

### Schedule
11:00am-7:30pm/12:00pm-8:30pm

Job Summary

Job Details

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. This downtown Stuart hospital provides top-quality patient care to the communities in and around Martin County on the beautiful St. Lucie River. The caregivers at Martin North Hospital have made it an excellent medical facility and a home away from home.

Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission.  As a Patient Service Specialist, your responsibility  is to deliver an exceptional experience to patients,  families  and visitors, from the moment they enter to the time they return home. You will  assist  them with everything from scheduling and pre-registration to MyChart enrollment and visit preparations. This role is a great steppingstone  to  others within Customer Service and various departments within  Cleveland  Clinic .

A caregiver in this position works Monday through Friday and rotating weekends/holidays. Shifts needed are 8:30AM – 5:00PM and 5:30AM – 2:00PM.

A caregiver who excels in this role will:

- Provide a comprehensive , proactive and “Patients First” experience for patients and visitors .

- Investigate, triage and resolve patient issues using the established HEART model .

- Create a welcome and professional environment, interact with patients and 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 and maintain confidential 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:

- High S chool D iploma or GED and two years of experience in patient registration, appointment scheduling, insurance processing or customer service

- OR an A ssociate’s D egree and one year of experience

- OR a B achelor’s D egree

- 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 terminolog y

- Ability to type a minimum of 30 words per minute or demonstrable personal computer keyboard skills

Physical Requirements:

- Dexterity sufficient to operate a PC and other office equipment.
- Requires extended periods of standing, walking or sitting.
- Good visual acuity through normal or corrected vision.
- Must be able to navigate various locations and function in a fast-paced, hectic environment.
- Ability to lift and transport up to 25 pounds.

Personal Protective Equipment:

- Follows standard precautions using personal protective equipment as required.

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.

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/

Please review the Equal Employment Opportunity poster .

Cleveland Clinic is pleased to be an equal employment opportunity employer.