Patient Service Specialist  

Our Mentor Hospital is a state-of-the-art facility offering Lake County residents enhanced access to Cleveland Clinic, one of the nation’s top healthcare systems. With 4 operating rooms, 34 inpatient care rooms, and a helipad, we are making it easier than ever for our Lake County patients to access high-quality care close to home. Join Cleveland Clinic’s newly built Mentor Hospital and become a part of Mentor’s supportive environment where everyone excels and is valued for what they bring to the team.  

Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission. Patient Service Specialists deliver what matters most to our patients and their families, ensure exceptional experiences and thrive on making positive impacts in the community. The Patient Service Specialist role is a great steppingstone to other careers within customer service and other departments with Cleveland Clinic.    

A caregiver in this position works a rotation of 8:00am – 4:30pm and 11:30am – 8:00pm.  

A caregiver who excels in this role will:  

• Schedule appointments, verify insurance data and coordinate clinic-wide resources to meet needs and facilitate access.  

• Provide customer service to patients, referring physicians and caregivers.  

• Navigate patients from external facilities to Cleveland Clinic. 

• Triage patients to appropriate medical personnel to manage cancer finding. 

• Obtain pathology and medical records. 

• Assist patients with lodging and transitioning into Cleveland Clinic health system. 

• Process insurance registration. 

• Direct callers to appropriate scheduling area. 

• Complete Epic registration.  

• Coordinate services and provide special instructions. 

• Determine appointment type and urgency, resolve patient's concerns/issues, review/confirm appointments and perform service recovery. 

• Manage incoming and outgoing communication, answer incoming calls in ACD system (ASPECT), make outgoing calls in Aspect, retrieve voicemails, contact internal and external physician offices, correspond with patients and caregivers via email and staff message. 

• Resolve scheduling difficulties between patient and CC providers. 

• Liaison for outside referring physicians and facilities. 

• Participate in ongoing training and daily huddles and stay current on processes and procedures. 

• Communicate scheduling information, instructions and directions. 

• Capture referrals and cancellation reasons. 

• Verify and capture physician data. 

• Validate and capture insurance coverage. 

• Align correct insurance coverage with type of service provided.  

• Identify patients in need of financial counseling to facilitate payment. 

Minimum qualifications for the ideal future caregiver include:  

• Excellent communication and organizational skills to successfully communicate with diverse patient populations and workforces.  

• Ability to handle multiple tasks, think independently and problem solve.  

• Strong customer service, analytical and human relations skills.  

• Ability to type 30 words per minute.  

Preferred qualifications for the ideal future caregiver include:  

• Bachelor’s degree. This may substitute one year of experience.  

• Three years of high touch customer service experience or Cleveland Clinic Epic experience. 

• Completion of Cleveland Clinic Epic scheduling, registration and appointment center training.  

Our caregivers continue to create the best outcomes for our patients across each of our facilities. Click the link and see how we’re dedicated to providing what matters most to you: https://jobs.clevelandclinic.org/benefits-2/