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 TitlePatient Care Specialist

                        

LocationCleveland

                    

FacilityRemote Location

                     

DepartmentAppointment Center-Clinical and Operational Improvement

                      

Job CodeB99992

                     

ShiftDay/Evening Rotation

                       

Schedule8:00am-5:00pm

                       

Job Summary**This role is filled already and created for them to apply**

Accepts and processes all incoming calls to NOC, according to agency protocol and under the direction of designated supervisor. Provides quality customer service to internal and external customers at all times.

                         

Job Details

Responsibilities:

Answers all incoming calls to NOC.Enters demographic information in to software applications, including reason for the call, in software systems and route appropriate calls to queue for nurses to manage, using red flag keyword list to identify urgent patient calls to be transferred directly to nurse.Provides physician referral information and health information to callers according to NOC guidelines.Utilizes systems to retrieve and assist in directing calls to the appropriate department or after hours answering service.Uses telephonic software to answer, transfer and place callers on hold per unit guidelines.Reports telecommunication system, associated equipment, software and page system failures to manager and appropriate staff immediately.Acts as a liaison for all patient, caller needs and problem resolution.Accesses interpreter services as appropriate.Provides general information to internal and external callers.Maintains confidentiality of information regarding patients, families and coworkers.Assists with various clerical tasks, sorting, and filing.Other duties as assigned.

Education:

Bachelor's degreeExcellent analytical skills, verbal and written communication skills, with strong customer service and human relations skills.

Certifications:

None required.

Complexity of Work:

Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision.Must be able to work in a stressful and fast-paced environment and take appropriate action. Requires strong communication and interpersonal skills.

Work Experience:

In lieu of a Bachelor's Degree, three years of CCF EPIC experience, three years of relevant call center experience, or three years high touch customer experience may be substituted.After selection and placement into the position, at least one month of on-the-job training to become familiarized with various job duties and department policies and procedures.

Physical Requirements:

Manual dexterity sufficient to perform the basic functions of the job.Requires frequent computer entry and sitting.Requires normal or corrected vision, hearing and speech.

                       

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