req#: 62663
Location: Beachwood, OH
Facilities: CC Administrative Campus ,
Professional Area: Customer Service
Job Code: B99963
Schedule: Full Time
Shift: Days
Option to work remotely after first 90 days. Under the direction and supervision of the Call Center Operations Manager the Scheduling Center Representative I is responsible for providing an exceptional "Patient First" experience for the patients we serve. This important position creates the first impression of our PPG practices. The Rep, Call Center is responsible for handling all the patient's scheduling needs with minimal hand-offs, in an effort to provide a "one-stop-shop" experience for the patient. The functions include scheduling, registration, insurance verification, and referral assistance as needed. The position will work with minimum supervision, and act as an expert in patient communications understanding the medical terminology needed to properly align the patient with the most appropriate provider.
Provides outstanding service to patients. Successfully complete all required new agent training provided by the Cleveland Clinic and Akron General Partners. Must meet and/or exceed the quality, production and schedule adherence standards for the department on a consistent basis. Rigorously applies scheduling protocols and departmental policies to determine appointment type and urgency for the practices and institutes. Communicates scheduling information, special instructions and directions. 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 clearance and submits the referral. Other duties as assigned. Follows hospital and department policies and procedures with special attention to attendance and punctuality, confidentiality, dress code and display of ID badge. Completes mandatory education and training in order to maintain organization and department specific competencies and requirements. Maintains applicable certification/licensure. Other duties as assigned Education: Bachelors Degree, in lieu of degree, must three years of high touch customer service experience. Certifications: None required Complexity of Work: Exceptional customer service/loyalty; Ability to problem solve/critical thinking; Ability to effectively multi-task and prioritize; Empathy; PC navigation; Effective communication; Takes owner/responsibility; Confidentiality; Self -discipline; Passionate; Humble: Determined; Trustworthy; Open to constructive feedback; Dependable/reliable; team player with the ability to work with minimal supervision. Ability to work in a Call Center environment sitting, data entry, and using a headset. Work Experience: Requires three years of high touch customer service experience, preferably in an inbound Medical Call Center environment. Meet and exceed departmental quality, production and schedule adherence standards. Computer proficiency in Microsoft Office Excel, and Word. Proven analytical and problem solving skills. Outstandin g customer service, communication, confidentiality, and interpersonal skills. Proven ability to step outside comfort level, adapt to new challenges and assist teammates. Ability to work effectively in both a team environment and independently. Physical Requirements: Ability to work in a Call Center environment sitting, data entry, and using a headset. Personal Protective Equipment: Follows standard precautions using personal protective equipment as required Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.
The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year.
Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.
Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.
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Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities
