Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as the No. 4 hospital in the nation, according to the U.S. News & World Report. At Cleveland Clinic, 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.

　　As an Appointment Center Patient Service Specialist III in the Behavioral Health Appointment Center, you will provide customer service to patients, physicians and other callers in a closely monitored environment. Our Appointment Center Patient Service Specialists utilize their outstanding communication skills and use evolving technology to manage a wide variety of patient requests, including appointment scheduling, patient registration, wayfinding, referral requests, verifying insurance data and coordinating clinic-wide resources to meet needs and facilitate access. Your service will encompass areas such as psychiatry, psychology/therapy, chemical dependency, neuropsychology and chronic pain in the Psychiatry and Psychology departments, the Center for Adult Behavioral Health, and the Alcohol and Drug Recovery Center. This position requires the ability to be on-site at Cleveland Clinic's Administrative Campus 2-3 days per week.

　　The ideal future caregiver is someone who:

　　*Has knowledge of mental health services and understands the challenges that mental health patients face.

　　Has excellent communication, computer and customer service skills.

　　Acts in a professional, caring, empathetic and helpful manner.

　　Effectively multi-tasks while paying attention to details and staying organized.

　　Can maintain a high level of confidentiality.

　　During your orientation period, you will be required to work in person at Cleveland Clinic's Administrative Campus. Once you complete your orientation period and are comfortable working on your own, the opportunity to work a hybrid/remote schedule will be discussed.

　　At Cleveland Clinic, we know what matters most. That's why we treat our caregivers as if they are our own family, and we are always creating ways to be there for you. Here, you'll find that we offer: resources to learn and grow, a fulfilling career for everyone, and comprehensive benefits that invest in your health, your physical and mental well-being and your future. When you join Cleveland Clinic, you'll be part of a supportive caregiver family that will be united in shared values and purpose to fulfill our promise of being the best place to receive care and the best place to work in healthcare.

　　Responsibilities :

　　Reviews and responds to phone, email, and internet correspondence for outpatient behavioral health appointment requests that encompass the following areas: psychiatry, psychology/therapy, chemical dependency, neuropsychology, and chronic pain.

　　Demonstrates outstanding communication and customer service skills to patients by coordinating services, directing callers to appropriate scheduling area, and providing special instructions.

　　Uses the appropriate workflows and questionnaires to determine appointment type and urgency.

　　Ensures accurate and complete documentation within the registration and appointment section of the patient record.

　　Communicates appointment details, including department procedures, provider information, appointment instructions, and directions.

　　Enters and maintains accurate coverage information, including patient insurance, billing, and payment information; captures and verifies insurance referrals.

　　Identifies patients in need of financial counseling to facilitate payment and aligns correct insurance coverage with type of service provided.

　　Collaborates with the clinical team (i.e. providers, nurses, and other support staff), relaying message requests, refill requests, and general questions from the patient.

　　Maintains acceptable performance in quality, patient experience, first call resolution, customer satisfaction, teamwork, and medical terminology.

　　Monitors combined registration reports and workqueues.

　　Utilizes service recovery techniques to resolve patient's concerns and issues.

　　Participates in patient outreach activities such as proactive patient calls to assist with health maintenance, care compliance, and appointment follow-up.

　　Other duties as assigned.

　　Education

　　Bachelor's degree.

　　Excellent analytical, verbal, and written communication skills, with strong customer service and human relations skills.

　　Certifications:

　　None required.Complexity of Work:

　　Requires excellent communication, customer service, and interpersonal skills to communicate with a diverse patient population and workforce in a wide variety of sensitive situations.

　　Requires critical thinking skills, analytical skills, and the ability to work with minimal supervision.

　　Requires the ability to use PC window applications sufficient to input and retrieve data; must be able to type a minimum of 30 words per minute (assessed at time of application) or demonstrate person computer keyboard skills.

　　Knowledge of general medical terminology preferred.

　　Must be able to take appropriate action in a stressful environment.

　　Work Experience:

　　Demonstrated experience in providing exceptional customer service and conflict resolution.

　　Previous experience in patient registration, appointment scheduling, insurance processing, or customer service, ideally with behavioral health patients.

　　In lieu of bachelor's degree, three years of Cleveland Clinic EPIC experience or completion of Cleveland Clinic EPIC Scheduling and Registration; three years of relevant technical call center experience may also be substituted.

　　Physical Requirements:

　　Dexterity sufficient to operate a PC and other office equipment.

　　Normal or corrected vision and hearing.

　　Requires constant sitting and data entry.

　　Requires occasional lifting or carrying of up to 25 pounds.

　　Personal Protective Equipment:

　　Follows standard precautions using personal protective equipment as required.Keywords: Behavioral Health, Appointment Center, Outpatient Intake, Scheduling, Psychiatry, Psychology, Chemical Dependency, Neuropsychology, Chronic Pain, Full-Time

　　Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.

　　Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities