Job Responsibilities:

• Professionally investigates, triages, and resolves patient issues using the established HEART Model, ensuring patient’s visit is an outstanding experience. Proactively assists patients to minimize patient issues.
• Creates a welcoming and professional environment for our patients and visitors by demonstrating exceptional customer service based upon the expected service behaviors included in  Cleveland Clinic’s START with Heart model.
• Proactively manages needs of patients and visitors in our waiting areas, seeking opportunities to interact with patients by actively greeting patients when appropriate, resolving patient issues and providing service recovery.
• Performs patient registration, pre-visit, insurance verification, scheduling, arrival desk and/or departure desk activities according to standards and guidelines ensuring accuracy and an outstanding patient experience.
• Performs point of service activities: visit preparation, co-pay collection, patient tracking and record tracking ensuring accuracy and an outstanding patient experience.
• Facilitates billing functions, accurately meeting compliance and organizational quality and productivity standards.
• Enters and maintains confidential and accurate patient information including patient insurance, billing, and payment information.
• Encourages patient utilization of front-end technology, provides guidance, encouragement, education and hands-on training. 
• Supports front-end technology utilization to promote understanding and comfort level in use by caregivers and providers.
• Recruits, enrolls, and educates patients on MyChart and Appointment Pass impacting utilization rates and enhancing the patient experience. 
• Processes the workflow for the day.
• Supports and participates in process improvement efforts.
• Performs telephone triage.
• Follows standards and guidelines for telephones etiquette and service when interacting with patients over the phone.
• Generates staff provider reschedules.
• Relays staff messaging.
• Performs screening and scheduling of interpreter services.
• Effectively collaborates and communicates with clinical staff, i.e. providers, nurses and other support staff.
• Supports and adheres to compliance policies and procedures.
• May participate on committees and have a role in other Institute initiatives.
• May participate in patient outreach activities such as proactive patient calls to assist with health maintenance and care compliance.
• Other duties as assigned.

Education:

• High School Diploma or GED required.

Certifications:

• None required.

Complexity of Work:

• Ability to perform basic math sufficient to process insurance co-pays.
• Working knowledge of PC window applications sufficient to input and retrieve data.
• Ability to partner with others as needed to trouble shoot and resolve general technology issues
• Ability to type a minimum of 30 words per minute (assessed at time of application) or demonstrable personal computer keyboard skills is preferred.
• Knowledge of medical terminology preferred
• A desire and commitment to provide the highest level of satisfaction in quality service, caring and compassion to patients, their families and visitors.
• Excellent communication and organizational skills are essential in order to successfully communicate with a diverse patient population and workforce.
• High level of customer service experience, exemplary interpersonal skills and ability to interact with patients and families in a wide variety of sensitive situations.
• Interest in learning new technology and troubling shooting to resolve minor technical issues.
• Easily adapts to changing technology, policies, procedures and processes.  
• Demonstrated interest in process improvement or adopting new processes and or technology.
• Demonstrated ability to understand and interpret medical insurance information.  
• Critical thinking, decisive judgment, and ability to work independently with minimal supervision in an often hectic environment.
• Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns.
• Demonstrated ability to switch from one task to another successfully in a fast-paced, ever changing environment. 

Work Experience:

• Minimum two years of patient registration, appointment scheduling, insurance processing or customer service/concierge experience.   
• Demonstrated experience in providing exceptional customer services and conflict resolution.
• Associate’s Degree may substitute for one year of experience.
• Bachelor’s Degree may substitute for the experience requirement. 

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.