Join Cleveland Clinic Union Hospital and experience world-class healthcare at its best. Located in Dover, Ohio, Union Hospital is an award-winning not-for-profit community hospital serving the communities of eastern Ohio. Community and personalized care are at the forefront of Union Hospital’s values. At Cleveland Clinic, you will be part of a talented, compassionate, and driven team of caregivers. You will work with state-of-the-art technology and provide stellar patient care. At Cleveland Clinic, you will 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 10:00 a.m. – 6:30 p.m. with rotating weekends and holidays. This schedule will begin after training which will be from 8:00 a.m. – 4:30 p.m. Monday – Friday.
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 sufficient to process insurance co-pays
- High level of customer service experience, exemplary interpersonal skills and ability to interact with patients and families in a wide variety of sensitive situations.
Preferred qualifications for the ideal future caregiver include:
- Knowledge of medical terminology
- Ability to type a minimum of 30 words per minute or demonstrable personal computer keyboard skills
