Patient Service Specialist – Outpatient Imaging

## 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 – Outpatient Imaging ### Location Canton ### Facility Mercy Hospital ### Department Radiology Management and Support-Cleveland Clinic Mercy Hospital ### Job Code B15028 ### Shift Days ### Schedule 6:30am-3:00pm/8:00am-4:30pm ### Job Summary ### Job Details Join Cleveland Clinic Mercy Hospital and experience world-class healthcare at its best. Officially becoming a full member of the Cleveland Clinic Health System in 2021, Mercy Hospital offers a wide variety of medical specialties to the communities in and around Stark County. Here, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build 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, you will help facilitate a positive experience for patients and their families by supporting areas such as Emergency Department, admissions, surgery/registration, radiology, chronic care and laboratory services. Using your customer service skills, you can assist in ensuring the unit runs smoothly and patients feel informed and at ease. 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 6:30 a.m. – 3:00 p.m. or 8:00 a.m. – 4:30 p.m. with weekend and holiday rotation requirements.** 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 for the ideal future caregiver include: - 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 su…