Responsibilities:

• Ensures accuracy of system-wide master patient index through validation and capture of patient demographic data.
• Validates patient physician information and ensures accurate collection.
• Validates and captures primary, secondary and tertiary insurance coverage to ensure accurate billing.
• Identifies patients in need of financial counseling to ensure appropriate payment of services.
• Identifies services out of insurance plan or requiring referrals; may inform patient of courses of action.
• Triage appointments based on diagnosis, patient preferences and physician specialty.
• Coordinates services and provides special instructions as requested by patient, internal physicians and referring physicians.
• Performs scheduling both intra- and inter-departmentally as requested by physician orders.
• Receives orders and processes as indicated by provider and schedules according to protocol.
• Responsible for maximizing a department's allocated spaces by scheduling all procedures/surgeries.
• Enters appointment into respective programs, both routine and emergency add-on.
• Ensures accuracy of all data including appropriate CPT coding and case information (side, equipment, etc.).
• Enters all updates, correction and changes to scheduled procedures/surgeries.
• Maintains provider schedules for designated unit. Coordinates multiple physician schedules. Maintains familiarity with all appropriate scheduling function.
• Serves as liaison with admitting office regarding hospital reservations, update admission information and cancels reservations.
• Notifies patients of their arrival times per area protocols.
• Acts as a resource to all department personnel (surgeons, medical secretaries, nurses, residents, etc.) on daily activity.
• Communicates with all departments to maximize efficiency and expedite the admission process.
• Maintains designated space/unit and patient management calendars/ledgers; maintains department data based on area needs.
• Communicates with patients and their families to provide detailed instructions, directions and resources available.
• Other duties as assigned.

Education:

• High School Diploma or GED.
• Working knowledge of computerized appointment/OR scheduling systems, patient billing, insurance processing or other related office functions to coordinate patient access.
• In-depth knowledge of medical terminology and/or CPT/ICD coding preferred.
• Knowledge of Microsoft Word and Excel applications.

Certifications:

• None required.

Complexity of Work:

• Requires excellent interpersonal skills including the ability to interact successfully with all levels of personnel.
• Requires extensive exchange of verbal communication by phone and in person.
• Exceptional written and verbal communication and organizational skills are essential.
• The ability to handle multiple tasks.
• Must treat all information and data within the scope of the position with appropriate confidentiality.
• Requires the ability to work with minimal supervision.
• Must be able to work in a stressful environment and take appropriate action.
• Ability to promote and utilize a consistent problem solving methodology.
• Ability to function independently and as a team.
• Must be detail oriented, organized and able to work under stringent deadlines.

Work Experience:

• Two years related experience in an area that provides broad knowledge of medical terminology that includes patient registration, patient billing, insurance processing or appointment/OR scheduling. Or three years of customer service concierge experience.
• Proficiency in use of personal computer (PC) and general knowledge of PC based systems and software.

Physical Requirements:

• Requires frequent standing, walking and sitting for extended periods of time.
• Lifting and carrying up to 25 lbs.
• Requires manual dexterity to grasp and handle records and to operate PC computer in the course of work and navigate throughout the hospital.
• Normal or corrected vision.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required. 

patient registration, customer service, front desk, scheduling appointments, care specialist, call center, patient service specialist

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. While the pay range is displayed as an hourly rate, Cleveland Clinic recruiters will clarify whether the compensation is hourly or salary. 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. This is not inclusive of the value of Cleveland Clinic's benefits package, which includes among other benefits, healthcare/dental/vision and retirement.