Join Cleveland Clinic’s Main Campus where research and surgery are advanced, technology is leading-edge, patient care is world class and caregivers are family. Here, you will work alongside a passionate and dedicated team, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

As an Executive Health Coordinator, you will provide a comprehensive and proactive “Patients First” experience for Executive Health patients and visitors. In this front desk role, you will be the face of the department, greeting patients, completing registration, answering questions and helping them navigate their Executive Health experience. You will facilitate appointments, respond promptly to requests and serve as a knowledgeable resource for patients and their families, while consistently upholding Cleveland Clinic’s standards of professionalism, compassion and exceptional service. This department provides care to many influential individuals from across the United States and internationally who choose Cleveland Clinic for its leadership in healthcare delivery and innovation.

A caregiver in this position works days from 5:30 a.m. -- 2:30 p.m.

A caregiver who excels in this role will:

• Coordinate all aspects of the Executive Health care visits through direct appointment scheduling or by serving as a liaison between patients, Access Plus, GPS, CEO Office, and/or other medical departments or facilities to the patient and/or family.

• Perform registration for new patients when required.

• Verify demographic and insurance information, follow all SOPs, and create corporate accounts when required.

• Confirm acceptance of insurance plan by CCF and initiate requests for or obtain authorization if required.

• Ensure proper appointment scheduling, averaging 12+ appointments per patient by using SOPs and by providing reason for visit, PCP, referring physicians etc. such as triage of appointment requests to determine appropriate type and urgency.

• Cancel and reschedule appointments and tests as needed.

• Provide appropriate instructions for appointments and tests for patients and others.

• Proactively manage needs of patients and visitors in our waiting areas, seeking opportunities to interact with patients by actively greeting patients when appropriate, resolving patient issues and providing service recovery.

• Perform patient registration, pre-visit, insurance verification, scheduling, arrival desk and/or departure desk activities according to standards and guidelines ensuring accuracy and an outstanding patient experience.

• Perform point of service activities: visit preparation, co-pay collection, patient tracking and record tracking, ensuring accuracy and an outstanding patient experience.

• Recruit, enroll and educate patients on MyChart, enhancing the patient experience.

• Encourage patient utilization of front-end technology, provide guidance, encouragement, education and hands-on training.

• Relay staff messaging

• Follow standards and guidelines for telephones, etiquette and service when interacting with patients over the phone.

• Act as a liaison with Professional Staff, Ombudsman, CEO and Executive Administrator to resolve patient complaints/issues.

• Respond to inquiries and research problems/issues to expedite resolution

• Facilitate communications for patients and their families and expedite release of medical records to and from outside facilities.

• Display a courteous, accommodating, and professional demeanor in person and on the phone, identifying yourself and your department at the start of each call and adhering to all approved scripting.

• Communicate messages in a clear, concise manner and ensure messages contain all required information.

• Document appropriately all messages in EPIC

• Produce error-free correspondence and transcription when required.

• Act as a liaison for the patient and any department to help facilitate their needs and requests.

• Establish and maintain a system for patient and administrative files that are easily accessible and clearly labeled for use by anyone needing information.

• Coordinate and expedite direct admissions, hospital transfers and Emergency Department transfers, when necessary

• Provide clear instructions and communication during out-of-office procedures.

• Assist with developing, improving and evaluating department procedures related to patient service.

• May participate on committees and have a role in other Institute initiatives.

• May participate in patient outreach activities such as proactive patient calls to assist with health maintenance and care compliance.

Minimum qualifications for the ideal future caregiver include:

• High School Diploma/GED and three years of patient registration, appointment scheduling, insurance processing or customer service/concierge experience

• OR an Associate degree and two years of experience

• OR a Bachelor’s Degree

• Demonstrated experience in providing exceptional customer services and conflict resolution

• Working knowledge of insurance, referrals and managed care plans

• Knowledge of PC window applications sufficient to input and retrieve data

• Ability to partner with others as needed to trouble shoot and resolve general technology issues

Preferred qualifications for the ideal future caregiver include:

• Two-year Associate degree

• Ability to type a minimum of 55 words per minute or computer keyboard skills

• Knowledge of Microsoft Office and EPIC

• Knowledge of medical terminology

Physical Requirements:

• Performs office procedures, typing, and filing; other duties include composing correspondence formatting documents; uses excellent interpersonal and customer service skills for day-to-day operations.

• Works under minimal supervision and meets established deadlines.

• Physical demands of this position include the ability to sit, stand, and use manual dexterity on a frequent basis, have clear vision, and can hear and talk with clarity on a continual basis.

• Frequent bending, pushing, pulling, and reaching are also required daily. In addition, this position demands continuous use of fingers, hands, and wrists during the data entry for appointment scheduling and typing of correspondence.

• Answering of the phones require frequent bending of the elbow and use of the fingers, hands, and wrists for taking messages.

• The work environment is stable with moderate noise level and disruption.

• The exposure to risk and hazardous materials is minimal.

• Dexterity sufficient to operate a PC and other office equipment.

• Requires extended periods of standing, walking or sitting.

• Good visual acuity through normal or corrected vision.

• Must be able to navigate various locations and function in a fast-paced, hectic environment.

• Ability to lift and transport up to 25 pounds.

Personal Protective Equipment:

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