Appt Center Pat Service Spec

Responsibilities:

• Provides outstanding service to patients; Determines appointment type and urgency. Schedules appointments, coordinates services and provides special instructions. Communicates scheduling information, instructions and directions. Captures referrals and cancellation reasons. Verifies and captures physician data. Processes CC intranet appointment scheduling requests.
• Maintain acceptable performance in Quality; Patient Experience; First Call Resolution (FCR); Customer satisfaction; Teamwork; Medical Terminology. Validates and capture insurance coverage. Aligns correct insurance coverage with type of service provided. Monitors combined registration reports, AHIQA. Identifies patients in need of financial counseling to facilitate payment.
• Strong customer service skills; Ability to resolve patient’s concerns/issues; Review/confirm appointments; Soft skills; Service Recovery. Resolves scheduling difficulties between patient and CC providers.
• Attends training and passes assessment testing for MI, and PI.  Schedules for these institutes with less and a 2% error rate.
• Other duties as assigned.

Education:

• HS Diploma/GED required.

Complexity of Work/Competencies:

• Requires critical thinking skills, analytical skills and the ability to work with minimal supervision in a Call Center.
• Must adhere to strict Call Center Metrics in a closely monitored environment.
• Requires strong communication, customer service, interpersonal, PC navigation skills.
• Excellent analytical skills, verbal and written communication skills, with strong customer service and human relations skills.

Work Experience:

• Three (3) years high touch customer service experience, or three (3) years of Cleveland Clinic Epic experience or has completed the CC Epic scheduling and registration and appointment center training.
• Bachelor's degree may offset 3 years of experience
• Must be able to type 25 WPM.
• Must be computer literate and comfortable with various technology platforms; data entry, key board and mouse navigation and proficient in Microsoft Office.

Physical Requirements:

• Typical physical demands include a high degree of dexterity to produce material on a PC; normal or corrected vision and hearing.
• Requires constant sitting and data entry with a headset.
• Requires occasional lifting or carrying of up to 25 pounds.

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required.