Patient Service Specialist - Emergency Department

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 - Emergency Department Location Port St Lucie Facility Tradition Hospital Department TMC Admitting ER-Cleveland Clinic Martin Health Job Code 000667 Shift Day/Evening/Night/Weekend Schedule 12:00am-12:00pm Job Summary Job Details Join Cleveland Clinic Tradition Hospital’s team of caregivers that provide top-quality patient care to the Port St. Lucie area. Opening its doors in 2013 and expanding in 2017, this state-of-the-art acute care facility has 177 patient rooms and offers a wide variety of services to meet community needs. Here, you will be supported as you follow your dreams and find where you belong, here at Tradition Hospital. Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission. Patient Service Specialists deliver what matters most to our patients and their families, ensure exceptional experiences and thrive on making positive impacts in the community. The PSS will primarily provide support for the Emergency Department but can float to other areas as needed. In this role, you will help with throughput in the department, making sure patients are discharged in a timely manner so rooms can be properly turned. The Patient Service Specialist role is a great steppingstone to other careers within customer service and other departments with Cleveland Clinic. A caregiver in this position works varying shifts, 24x7, with availability to work Monday-Friday and rotating weekends and holidays. Working a minimum of 16 hours per pay period will be required. Floating between Tradition Hospital and St. Lucie West will be required, as needed. A caregiver who excels in this role will: Provide a comprehensive, proactive and “Patients First” experience for patients and visitors. Investigate, triage and resolve patient issues using the established HEART model. Create a welcome and professional environment, interact with patients and ensure stellar patient experiences. Perform patient registration, visit preparation, telephone triage, insurance verification, co-pay collection, patient and record tracking, scheduling, arrival and/or departure desk activities and screening and scheduling of interpreter services. Support front-end technology utilization to promote understanding and comfort levels in use by caregivers and providers. Enter and maintain confidential patient information. Recruit, enroll and educate patients on MyChart and Appointment Pass. Conduct follow-ups to MyChart, web appointment inquiries and outreach to patients informing them of upcoming routine checkups. Process the workflow for the day. Support and participate in process improvement efforts. Maintain measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork and medical terminology. Generate staff provider schedules. 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 Working knowledge of PC window applications Ability to perform basic math sufficient to process insurance co-pays Excellent communication and organizational skills 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 Insurance experience 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 drug free environment. All offers of employment are followed by testing for controlled substances. 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. If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: Please review the Equal Employment Opportunity poster . Cleveland Clinic is pleased to be an equal employment opportunity employer.