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. **Education:** + High School Diploma/GED required.* + Bachelor's degree can substitute three years of experience. **Certifications:** + None required. **Complexity of Work/Competencies** : + Requires critical thinking skills, analytical skills, and the ability to work with minimal supervision in a Call Center.* + Requires effective communication, customer service, interpersonal, PC navigation skills.* + Must be able to take appropriate action in a stressful environment. + Excellent analytical skills, verbal and written communication skills, strong customer service and human relations skills. **Work Experience:** + Three years of Cleveland Clinic Epic experience or completed Cleveland Clinic Epic scheduling and Registration and Appointment Center Scheduling Training required.* + Three years of relevant technical call center experience can substitute work experience. + Must be able to type 25 WPM. **Physical Requirements** : + Ability to perform work in a stationary position for extended periods + Ability to operate a computer and other office equipment + Ability to communicate and exchange accurate information + Ability to travel throughout the hospital system + In some locations, ability to move up to 25 pounds **Personal Protective Equipment** : + Follows standard precautions using personal protective equipment as required. Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process. Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities