Appointment Center Patient Service Specialist III – Behavioral Health

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 Center Patient Service Specialist III – Behavioral Health

Location: Beachwood

Facility

Cleveland Clinic Administrative Campus

Department: Psychiatry-Neurological Institute

Job Code: B16012

Shift: Days

Schedule: 9:00am-5:30pm

Job Summary

Job Details

Join the Cleveland Clinic team where you will work alongside passionate caregivers and provide patient-first healthcare. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world.

Appointment Center Patient Service Specialists play a vital role in delivering what matters most to patients and their families—ensuring exceptional experiences and making a meaningful impact in the community.

These specialists demonstrate strong interpersonal and customer service skills while assisting patients in scheduling appointments and managing care-related inquiries.

In this role, you will manage and triage incoming calls and appointment requests specifically for Adult Behavioral Health outpatient services, serving as a key point of contact.

Your contributions are essential to facilitating efficient communication and scheduling within the Neurological Institute, ultimately supporting a seamless and positive patient experience.

This role offers caregivers the opportunity to deepen their technical knowledge of scheduling workflows and gain a comprehensive understanding of departmental functions.

We have a strong track record of developing talent, with many team members advancing into new roles within the team or broader department based on their career interests.

During onboarding and orientation, the caregiver will primarily be on-site at Cleveland Clinic Administrative Campus, with potential shadowing opportunities at various locations to enhance learning and provide a well-rounded view of departmental operations.

After the initial 90-day onboarding period, the role will transition to a hybrid/remote work model based out of Beachwood Office.

A caregiver in this position works full-time Monday through Friday from 9:00 a. m. – 5:30 p. m. No holidays or weekends.

A caregiver who excels in this role will:

• Provide customer service to patients, caregivers and other callers in a closely monitored call center environment.
• Coordinate services, direct callers to appropriate scheduling area and provide special instructions.
• Determine appointment type and urgency then schedule appointments.
• Communicate scheduling information, instructions and directions.
• Capture and verify referrals and cancellation reasons, insurance coverage and physician data.
• Process intranet appointment scheduling requests.

Act as a liaison for outside referring physicians, resolve scheduling issues between patients and providers, and review and confirm appointments.

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

• Monitor combined registration reports, AHIQA.
• Identify patients in need of financial counseling to facilitate payment, align correct insurance coverage with type of service provided and process insurance registration.
• Utilize customer service skills to resolve patient's concerns and issues.
• Answer physician hot-lines and contact appropriate caregivers for outside physicians and facilities.

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

Schedule sign language interpreters for Main Campus and FHC sites to ensure compliance with Title III of Americans with Disabilities Act, then record interpreter data on department log.

Minimum qualifications for the ideal future caregiver include:

High School Diploma or GED

• Three years of experience working with Cleveland Clinic EPIC OR completion of the Cleveland Clinic Epic Scheduling and Registration and Appointment Center Scheduling trainings OR three years of relevant technical call center experience OR a bachelor’s degree
• Ability to type 25 words per minute
• Preferred qualifications for the ideal future caregiver include:
• Epic experience

Physical Requirements

• Dexterity sufficient to operate a PC and other office equipment.
• 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 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 drug free environment. All offers of employment are followed by testing for controlled substances.

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.

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: info.flclearinghouse.com

• Please review the Equal Employment Opportunity poster.
• Cleveland Clinic is pleased to be an equal employment opportunity employer.