Appointment Specialist I

Exceptional care is a team effort. Even if you've never considered healthcare as a next step, you'll find there are many paths to creating a career at Cleveland Clinic centered on what matters most to you. Our Appointment Center is looking to hire an Appointment Center Specialist to answer inbound calls from patients who need assistance regarding scheduling appointments, canceling appointments, or who have general questions. This position requires candidates to be quick thinkers, have high energy, and have excellent customer service skills. The ideal candidate will have empathy, passion, and attention to detail. The Appointment Center is a busy, dynamic call center, so being able to handle high call volumes without getting overwhelmed is important. After the first 90 days of employment, new hires will have the ability to work from home, equipment will be provided. To assist with the position's orientation, all new hires go through an extensive on-boarding process where the training team guides you through the entire process. Once proficient in your role, there are many opportunities to advance within and outside of the department. For example, all of our team lead positions and supervisor positions have been filled by internal talent, and as you move through the tiers within your Specialist role you will receive pay increases for taking on additional skills. If helping others, learning quickly, career growth, and excellent benefits matter most to you, then we encourage you to apply today. Cleveland Clinic invests in our caregivers, technologies, and processes because working together is how we all learn and grow. Join us, and you'll experience the difference of a culture where opportunities to advance and the support to get there go hand in hand.

Responsibilities:

• Preregisters new patients to the Cleveland Clinic, following the specific guidelines of CCF.

• Determines correct physician within the specified department with the correct insurance and credentialing.

• Verifies patient insurance eligibility to procure referrals for HMO patients seeing CCF specialists.

• Schedules appointments requested through the CCF WEB site.

• Meets standards related to call responses, accuracy and customer service.

• Other duties as assigned.

Education:

• High School Diploma, college or technical training a plus.

• Phone, Typing computer and Internet skills.

• Excellent interpersonal skills in order to communicate effectively with internal and external personnel and strong oral and written communication skills.

• Must be able to work with patients, physicians and interoffice personnel in a positive and productive manner. Ability to calm patients and deter patient complaints.

• Must have ability to multi-task.

• Must speak clearly and succinctly in order for the customer to answer questions and comprehend instructions.

Certifications:

• None required.

Complexity of Work:

• All employees are expected to meet the standards of performance outlined in the Organizational-Wide Competencies listed below as applied to the position: World Class Service Orientation: Includes attitude, behavior, interpersonal skill, and problem solving that enable an employee to respond to internal and external customer needs and expectations in a positive manner.

• Adaptability: Includes teamwork and flexibility needed to fulfill job responsibilities including adapting to changes in work environment and accepting supervisory feedback.

• Efficiency and Effectiveness: Includes quantity and quality of desired work, as well as organization skills necessary to perform successfully.

• Essential Job Requirements: Includes adherence to all relevant policies, procedures, and guidelines affecting the work environment, including maintenance of required competencies and communication skills.

• Supervisory Responsibilities (if applicable): Includes overall accountability for assigned work group relative to operational goals, personnel requirements, and budgetary constraints.

• Note: The above stated duties are intended to outline those functions typically performed by individuals assigned to this classification. This description of duties is not intended to be all inclusive nor to limit the discretionary authority of supervisors to assign other tasks of similar nature or level of responsibility.

Work Experience:

• Minimum of one (1) year experience in the medical field and/or 2 years of customer service.

Physical Requirements:

• Able to relate to other health care workers and develop productive work relationships with peers and physicians.

• Projects a cooperative helping demeanor.

• Be able to perform under stressful conditions.

• Is flexible and able to adjust to changes in assignments. Able to work under minimal supervision, prioritizes workload and meet required deadlines.

• Ability to sit for long periods of time, work in front of a computer monitor and use keyboard for sustained periods of time. Must be able to walk about the department and lift and carry paper, notebooks up to 10 pounds without assistant.

• The occupant of this position spends almost 100% of his/her time in air-conditioned areas.

• The potential for exposure to blood-borne pathogens, body fluids or potentially infectious material is minimal to none.

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required for procedures.

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.