Appointment Center Patient Service Specialist
Posted on Feb 3, 2019 by Solon Call Center Access to Care
Provides 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 to meet needs and facilitates access.
- Provides customer service to patients by coordinating services, directing callers to appropriate scheduling area and providing special instructions.
- Determines appointment type and urgency then schedules appointments.
- Communicates scheduling information, instructions and directions.
- Captures and verifies referrals and cancellation reasons, insurance coverage and physician data.
- Processes intranet appointment scheduling requests.
- Acts as a liaison for outside referring physicians and facilities to resolve scheduling issue between patients and providers then review and confirm appointments.
- Maintains acceptable performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork, and medical terminology.
- Monitors combined registration reports, AHIQA. Identifies patients in need of financial counseling to facilitate payment then aligns correct insurance coverage with type of service provided and processes insurance registration.
- Utilizes customer service skills to resolve patient's concerns and issues.
- Other duties as assigned.
- Bachelor's degree, Excellent analytical skills, verbal and written communication skills, with strong customer service and human relations skills.
- In lieu of a degree, three years of high touch customer experience.
- None required.
- 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.
- Three years high touch customer experience, or three years of Cleveland Clinic Epic experience or has completed CC Epic scheduling and registration and appointment center training.
- Must be able to type 25 WPM.
- 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.
- Follows Standard Precautions using personal protective equipment as required.
Keywords: Scheduling, patient scheduling, customer service, call center, call, center, appointment
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Cleveland Clinic is pleased to be an equal employment employer: Women/Minorities/Veterans/Individuals with Disabilities
Cleveland Clinic strives to reward dedication with an integrated and comprehensive benefits program that meets the needs of a diverse workforce and provides meaningful choices. Along with pension/savings plans, wellness programs and medical/dental/vision coverage, we offer flexible spending plans, life insurance and disability plans, paid time off, a tuition assistance program, and reimbursement for professional certification.
EEO Statement: Cleveland Clinic is pleased to be an equal employment employer: Women/Minorities/Veterans/Individuals with Disabilities.