Cleveland Clinic Appt-Center-Pat-Service-Spec in Lorain, Ohio

Job Summary:

Job Profile Summary

Provides customer service to patients, physicians and other callers in a closely monitored call center environment by scheduling appointments, verifying insurance data and coordinating clinic wide resources to meet needs and facilitate access. Handles physician hot-lines, schedules sign language interpreters when needed and provides after hours assistance with physician schedules.

Responsibilities :

  • Provides customer service to patients by coordinating services, directing callers to appropriate scheduling area and providing special instructions.

  • Determines appointment type and urgency then schedules appointments.

  • Communicates scheduling information, instructions and directions.

  • Captures and verifies referrals and cancellation reasons, insurance coverage and physician data.

  • Processes intranet appointment scheduling requests.

  • Acts as a liaison for outside referring physicians and facilities to resolve scheduling issue between patients and providers then review and confirm appointments.

  • Maintains acceptable performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork, and medical terminology.

  • Monitors combined registration reports, AHIQA. Identifies patients in need of financial counseling to facilitate payment then aligns correct insurance coverage with type of service provided and processes insurance registration.

  • Utilizes customer service skills to resolve patient's concerns and issues.

  • Answers physician hot-lines and contacts appropriate staff for outside physicians and facilities.

  • Accesses multiple department/physician schedules to provide after-hours assistance with physician schedule cancellations and patient surgical cancellations.

  • Schedules sign language interpreters for all main campus and FHC sites to ensure compliance with Title III of Americans with Disabilities Act then, record interpreter data on department log.

  • Other duties as assigned.


  • Bachelor's Degree.

  • Excellent analytical skills, verbal and written communication skills

  • with strong customer service and human relations skills.


  • None required.

Complexity of Work :

  • Requires critical thinking skills, analytical skills and the ability to work with minimal supervision.

  • Requires strong communication, customer service and interpersonal skills.

  • Must be able to take appropriate action in a stressful environment.

Work Experience:

  • In lieu of Bachelor Degree, three years of CCF Epic experience or has completed Cleveland Clinic Epic Scheduling and Registration and Appointment Center Scheduling Training.

  • Three years of relevant technical call center experience may be substituted.

  • Must be able to type 30 WPM.

Physical Requirements :

  • Typical physical demands include a high degree of dexterity to produce material on a PC; normal or corrected vision and hearing.

  • Requires constant sitting and data entry.

  • Requires occasional lifting or carrying of up to 25 pounds.

Personal Protective Equipment :

  • Follows standard precautions using personal protective equipment as required.

The policy of Cleveland Clinic and its system hospitals (Cleveland Clinic) is to provide equal opportunity to all of our employees 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. Job offers will be rescinded for candidates for employment who test positive for nicotine. Candidates for employment who are impacted by Cleveland Clinic’s Smoking Policy will be permitted to reapply for open positions after 90 days. 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 facility.

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