Schedules appointments, verifies insurance data and coordinates clinic wide resources to meet needs and facilitate access; provides customer service to patients, referring physicians, and caregivers.
Navigation of patient from external facility to Cleveland Clinic.
Triage patient to appropriate medical personnel to manage cancer finding.
Obtain pathology, medical records, assist patients with lodging and transitioning into Cleveland Clinic health system.
Schedule appointments, process insurance registration, direct callers to appropriate scheduling area, Epic registration, coordinates services and provides special instructions.
Provides outstanding service to patients; Determines appointment type and urgency. Resolve patient's concerns/issues; Review/confirm appointments; Service Recovery.
Manage incoming and outgoing communication, answer incoming calls in ACD system (ASPECT), make outgoing calls in Aspect, retrieve voicemails, contact internal and external physician offices, correspond with patients and caregivers via email and staff message.
Resolves scheduling difficulties between patient and CC providers.
Liaison for outside referring physicians and facilities.
Participate in ongoing training, daily huddles, stay current on processes and procedures.
Communicates scheduling information, instructions and directions.
Captures referrals and cancellation reasons.
Verifies and captures physician data.
Validates and capture insurance coverage.
Aligns correct insurance coverage with type of service provided. Identifies patients in need of financial counseling to facilitate payment.
Critical thinking skills, ability to analyze data to impact work processes, ability to manage to established metrics.
Other duties as assigned.
Bachelors Degree preferred.
Complexity of Work:
Excellent communication and organizational skills are essential in order to successfully communicate with a diverse patient population and workforce.
Ability to handle multiple tasks.
Demonstrated independent thinking and problem-solving skills.
Three years high touch customer experience or three years of Cleveland Clinic Epic experience preferred.
Completion of CC Epic scheduling, registration and appointment center training preferred.
A bachelors degree may offset 1 year of experience.
Must be able to type 30 WPM.
Analytical skills, verbal and written communication skills, with strong customer service and human relations skills.
Dexterity sufficient to operate a PC and other office equipment.
Ability to lift and transport up to 25 pounds.
May require extended periods of standing, walking or sitting.
Good visual acuity through normal or corrected vision.
Personal Protective Equipment:
Follows standard precautions using personal protective equipment as required.
The policy of Cleveland Clinic and its system hospitals (Cleveland Clinic) is to provide equal opportunity to all of our employees 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. Job offers will be rescinded for candidates for employment who test positive for nicotine. Candidates for employment who are impacted by Cleveland Clinic’s Smoking Policy will be permitted to reapply for open positions after 90 days. 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 facility.
Cleveland Clinic is pleased to be an equal employment employer: Women/Minorities/Veterans/Individuals with Disabilities