Appointment Center Patient Service Specialist III - Behavioral Health

Appointment Center Patient Service Specialists

Appointment Center Patient Service Specialists play a vital role in delivering what matters most to patients and their families-ensuring exceptional experiences and making a meaningful impact in the community. These specialists demonstrate strong interpersonal and customer service skills while assisting patients in scheduling appointments and managing care-related inquiries. In this role, you will manage and triage incoming calls and appointment requests specifically for Adult Behavioral Health outpatient services, serving as a key point of contact. Your contributions are essential to facilitating efficient communication and scheduling within the Neurological Institute, ultimately supporting a seamless and positive patient experience. This role offers caregivers the opportunity to deepen their technical knowledge of scheduling workflows and gain a comprehensive understanding of departmental functions. We have a strong track record of developing talent, with many team members advancing into new roles within the team or broader department based on their career interests. During onboarding and orientation, the caregiver will primarily be on-site at CCAC, with potential shadowing opportunities at various locations to enhance learning and provide a well-rounded view of departmental operations. After the initial 90-day onboarding period, the role will transition to a hybrid / remote work model based out of Beachwood Office. A caregiver in this position works Full-time, Monday through Friday, from 9 : 00am-5 : 30pm. No holidays or weekends.

A caregiver who excels in this role will :

• Provide customer service to patients, caregivers and other callers in a closely monitored call center environment.
• Coordinate services, direct callers to appropriate scheduling area and provide special instructions.
• Determine appointment type and urgency then schedule appointments.
• Communicate scheduling information, instructions and directions.
• Capture and verify referrals and cancellation reasons, insurance coverage and physician data.
• Process intranet appointment scheduling requests.
• Act as a liaison for outside referring physicians, resolve scheduling issues between patients and providers, and review and confirm appointments.
• Maintain acceptable performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork, and medical terminology.
• Monitor combined registration reports, AHIQA.
• Identify patients in need of financial counseling to facilitate payment, align correct insurance coverage with type of service provided and process insurance registration.
• Utilize customer service skills to resolve patient's concerns and issues.
• Answer physician hot-lines and contact appropriate caregivers for outside physicians and facilities.
• Access multiple department / physician schedules to provide after-hours assistance with physician schedule cancellations and patient surgical cancellations.
• Schedule sign language interpreters for Main Campus and FHC sites to ensure compliance with Title III of Americans with Disabilities Act, then record interpreter data on department log.

Minimum qualifications for the ideal future caregiver include :

Preferred qualifications for the ideal future caregiver include :

Physical Requirements :

Personal Protective Equipment :

Pay Range

Minimum hourly : $16.47

Maximum hourly : $23.61

The pay range displayed on this job posting reflects the anticipated range for new hires. A successful candidate's actual compensation will be determined after taking factors into consideration such as the candidate's work history, experience, skill set and education. The pay range displayed does not include any applicable pay practices (e.g., shift differentials, overtime, etc.). The pay range does not include the value of Cleveland Clinic's benefits package (e.g., healthcare, dental and vision benefits, retirement savings account contributions, etc.).

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