Patient Service Specialist- Back-Office Support

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Job Title

Patient Service Specialist- Back-Office Support

Location

Coral Springs

Facility

Coral Springs FHC Surgery Center

Department

Admitting and Registration-Weston Hospital

Shift

Days

Schedule

8:30am-5:00pm

Job Summary

The Coral Springs Family Health and Surgery Center provides patients with convenient access to the same world-class care provided at Cleveland Clinic's regional hospitals. This state-of-the-art facility specializes in primary care, outpatient surgery, imaging and more. As a caregiver on our team, you will experience endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world.

Job Details

Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission. As a Patient Service Specialist for back-office support, you will assist in clinic operations and physician practices by collaborating with nurses to complete various clerical and administrative tasks. Your responsibilities include managing in-basket messages, triaging calls, scheduling appointments and procedures, obtaining referrals and authorizations, coordinating peer-to-peer requests, handling medical records and mail, maintaining provider calendars, and supporting other administrative needs as assigned.

This role is a great steppingstone to other careers within customer service and other departments with Cleveland Clinic.

A caregiver in this role works days from 8:30 a.m. 5:00 p.m.

A caregiver who excels in this role will:

• Provide a comprehensive, proactive, and "Patients First" experience for all patients and visitors.
• Create a welcoming, professional environment by demonstrating exceptional customer service aligned with Cleveland Clinic's START with Heart and HEART models.
• Proactively assist patients and visitors in waiting areas, greet patients, resolve issues, and deliver effective service recovery.
• Investigate, triage, and resolve patient issues using the HEART model to ensure a stellar patient experience.
• Perform front-desk operations including patient registration, visit preparation, pre-visit workflows, co-pay collection, arrival and departure desk activities, and patient/record tracking.
• Verify insurance, collect and enter billing and payment information accurately.
• Screen and schedule interpreter services as needed.
• Conduct telephone triage, follow phone etiquette standards, relay staff messaging, and generate provider reschedules.
• Support billing functions while ensuring compliance with organizational quality and productivity standards.
• Enter and maintain accurate and confidential patient data, including insurance and demographic information.
• Encourage and assist patients in using front-end technologies; provide hands-on training for tools such as MyChart and Appointment Pass.
• Support caregivers and providers in understanding and using front-end technologies to enhance workflow.
• Recruit, enroll, and educate patients on MyChart and Appointment Pass to increase utilization and improve the overall patient experience.

Minimum Qualifications

High School Diploma or GED and two years of experience in patient registration, appointment scheduling, insurance processing or customer service OR an Associate's Degree and one year of experience OR a Bachelor's Degree Knowledge of PC window applications sufficient to input and retrieve data Experience with providing customer service and conflict resolution Ability to perform basic math sufficient to process insurance co-pays

Preferred Qualifications

Knowledge of medical terminology Computer keyboard skills Previous medical office experience Customer service experience in a medical setting

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 tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year. 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.