Appointment Specialist II

                    

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

                        

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

                                    

Job Title

Appointment Specialist II

                        

Location

Weston

                    

Facility

Krupa Center Weston

                     

Department

Appointment Center-Clinical and Operational Improvement

                      

Job Code

000688

                     

Shift

Days

                       

Schedule

8:00am-5:00pm

                       

Job Summary

Supports clinic operations by direct involvement with physicians, nurses, patients and other caregivers. Responds to patient contacts telephonically, via my chart and web portal. Schedules/reschedules patient appointments, resolves escalated patient issues while creating exceptional patient and caregiver experiences. Is able to perform all the duties of an Appointment Specialist I, and serves as a subject matter expert for the particular site/specialty being supported. Demonstrates exceptional Quality in patient interactions and efficient work processes.

                         

Job Details

Responsibilities:

• Supports clinic operations by direct involvement with physicians, nurses, patients and other caregivers.
• Facilitates patient access to CCF through direct appointment scheduling or by serving as a liaison between patients and other departments.
• Works through and resolves patient issues professionally and efficiently.
• Creates telephone encounters for the respective site, specialty and physician efficiently and according to CCF guidelines.
• Assists in rescheduling patients due to physician out days in a timely manner.
• Verifies and updates patient demographics and insurance information.
• Inputs reasons for all visits on all appointments and uses the Florida Questionnaire for every appointment.
• Ensures same day add-on appointments are communicated to appropriate department personnel.
• Assists other areas of the Appointment Center and Clinic as needed.
• Schedules simple nurse visits e.g  BP check, Tdap, immunizations ( Flu, Shingles ).
• Fax referrals/orders to appropriate party.
• Escalates patient issues outside of scope to appropriate office personnel in an efficient manner.
• Serves as subject matter expert for the respective site/specialty.
• Assists with internal Help Desk, answering appointment specialist questions efficiently, accurately and in a friendly manner
• Monitors Appointment Specialist I calls correctly rating the interaction, and calibrates with Appointment Center leadership.
• Distributes MyChart, Web Appointment, Work-Queue work to Appointment Specialists.
• Other duties as assigned

Education:

• H.S. Diploma required
• Some College or Technical Training preferred

Languages:

• English- Required
• Spanish- Preferred

Certifications:

• None Required

Complexity of Work:

• Knowledge of Medical Terminology gained through experience or formal course work.
• Exceptional Customer Service and interpersonal skills.
• Exceptional oral and written communication.
• Strong computer skills.
• Must meet the standards of performance outlined in Organizational-wide competencies.

Work Experience:

• Two years medical office/insurance experience.

Physical Requirements:

• Able to sit for long periods of time.
• Must be able to use a keyboard, mouse and see a computer screen for sustained periods of time.
• Must be able to hear patients and speak clearly and succinctly.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.

                       

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 offers of employment are follwed by testing for controlled substances 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. 

Please review the Equal Employment Opportunity poster. 

                  

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