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Patient Service Specialist

Company: Cleveland Clinic
Location: Fort Lauderdale
Posted on: April 8, 2021

Job Description:

**Job ID:** 111265**Job Responsibilities:**+ Professionally investigates, triages, and resolves patient issues using the established HEART Model, ensuring patient's visit is an outstanding experience. Proactively assists patients to minimize patient issues.+ Creates a welcoming and professional environment for our patients and visitors by demonstrating exceptional customer service based upon the expected service behaviors included in Cleveland Clinic's START with Heart model.+ Proactively manages needs of patients and visitors in our waiting areas, seeking opportunities to interact with patients by actively greeting patients when appropriate, resolving patient issues and providing service recovery.+ Performs patient registration, pre-visit, insurance verification, scheduling, arrival desk and/or departure desk activities according to standards and guidelines ensuring accuracy and an outstanding patient experience.+ Performs point of service activities: visit preparation, co-pay collection, patient tracking and record tracking ensuring accuracy and an outstanding patient experience.+ Facilitates billing functions, accurately meeting compliance and organizational quality and productivity standards.+ Enters and maintains confidential and accurate patient information including patient insurance, billing, and payment information.+ Encourages patient utilization of front-end technology, provides guidance, encouragement, education and hands-on training.+ Supports front-end technology utilization to promote understanding and comfort level in use by caregivers and providers.+ Recruits, enrolls, and educates patients on MyChart and Appointment Pass impacting utilization rates and enhancing the patient experience.+ Processes the workflow for the day.+ Supports and participates in process improvement efforts.+ Performs telephone triage.+ Follows standards and guidelines for telephones etiquette and service when interacting with patients over the phone.+ Generates staff provider reschedules.+ Relays staff messaging.+ Performs screening and scheduling of interpreter services.+ Effectively collaborates and communicates with clinical staff, i.e. providers, nurses and other support staff.+ Supports and adheres to compliance policies and procedures.+ May participate on committees and have a role in other Institute initiatives.+ May participate in patient outreach activities such as proactive patient calls to assist with health maintenance and care compliance.+ Other duties as assigned.**Education:**+ High School Diploma or GED required.**Certifications:**+ None required.**Complexity of Work:**+ Ability to perform basic math sufficient to process insurance co-pays.+ Working knowledge of PC window applications sufficient to input and retrieve data.+ Ability to partner with others as needed to trouble shoot and resolve general technology issues+ Ability to type a minimum of 30 words per minute (assessed at time of application) or demonstrable personal computer keyboard skills is preferred.+ Knowledge of medical terminology preferred+ A desire and commitment to provide the highest level of satisfaction in quality service, caring and compassion to patients, their families and visitors.+ Excellent communication and organizational skills are essential in order to successfully communicate with a diverse patient population and workforce.+ High level of customer service experience, exemplary interpersonal skills and ability to interact with patients and families in a wide variety of sensitive situations.+ Interest in learning new technology and troubling shooting to resolve minor technical issues.+ Easily adapts to changing technology, policies, procedures and processes.+ Demonstrated interest in process improvement or adopting new processes and or technology.+ Demonstrated ability to understand and interpret medical insurance information.+ Critical thinking, decisive judgment, and ability to work independently with minimal supervision in an often hectic environment.+ Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns.+ Demonstrated ability to switch from one task to another successfully in a fast-paced, ever changing environment.**Work Experience:**+ Minimum two years of patient registration, appointment scheduling, insurance processing or customer service/concierge experience.+ Demonstrated experience in providing exceptional customer services and conflict resolution.+ Associate's Degree may substitute for one year of experience.+ Bachelor's Degree may substitute for the experience requirement.**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.Cleveland Clinic is pleased to be an equal employment/affirmative action employer: Women/Minorities/Veterans/Individuals with Disabilities.

Keywords: Cleveland Clinic, Fort Lauderdale , Patient Service Specialist, Other , Fort Lauderdale, Florida

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