Patient Experience Specialist

Patient Experience Specialist

Location: Southfield, Michigan (On-site) Reports To: On-site Manager Employment Type: Full-Time

Create Exceptional Experiences at Every Patient Touchpoint

At EPIC Health, every patient interaction matters. From the first phone call to post-visit follow-up, we believe exceptional care begins with exceptional service.

The Patient Experience Specialist is the frontline champion of our patient-centered culture. This role is ideal for an experienced customer service professional who thrives in fast-paced, high-touch environments such as banking, hospitality, retail, or healthcare. You will serve as the primary point of contact for patientsoffering empathetic support, clear guidance, and swift problem resolution to ensure every interaction is positive, respectful, and stress-free.

If you are passionate about service excellence and want to make a meaningful difference in people's healthcare journeys, we'd love to meet you.

What You'll Do

Be the Voice and Advocate for Our Patients

• Serve as the primary point of contact for patients via phone, in-person, and digital channels.
• Provide empathetic, professional, solution-focused support.
• Resolve concerns efficiently while ensuring patients feel heard, valued, and respected.

Deliver Seamless Care Coordination

• Maintain accurate and up-to-date patient records within Electronic Health Record (EHR) systems while adhering to privacy and confidentiality standards.
• Coordinate communication between providers, specialists, pharmacies, and external partners to prevent delays.
• Manage pre- and post-visit processes, including appointment reminders, follow-ups, and feedback collection.

Remove Barriers & Improve Access

• Proactively identify and address potential obstacles to care.
• Connect patients to resources that improve accessibility and continuity.
• Support patients through specialized services (acquisitions, infusions, treatments) with clear explanations and reassurance.

Drive Patient Satisfaction & Service Excellence

• Anticipate patient needs and go above expectations to create memorable experiences.
• Address feedback and complaints professionally and constructively.
• Collaborate with clinical and administrative teams to reduce wait times and streamline workflows.
• Participate in service improvement initiatives and training programs.

Commit to Continuous Growth

• Engage in ongoing training related to:
• Customer service excellence
• De-escalation techniques
• Patient advocacy
• Healthcare operations
• Provide coverage or support at additional locations as needed.

What You Bring

Required Qualifications

• High school diploma or GED.
• Minimum of 2 years of experience in customer-facing roles (banking, hospitality, retail, or healthcare strongly preferred).
• Strong verbal and written communication skills.
• Excellent interpersonal skills with the ability to build trust quickly.
• Strong organizational and multitasking abilities.
• Comfort with technology, including EHR systems (training provided).
• Ability to thrive in a fast-paced, team-oriented environment.

Preferred Qualifications

• Experience in healthcare or medical office settings.
• Additional certifications or coursework in customer service or healthcare administration.
• Experience handling escalated customer or patient concerns.

Why Join EPIC Health?

At EPIC Health, we are transforming how healthcare is deliveredfocusing on compassion, accessibility, and comprehensive care for the communities we serve.

We believe service is not a departmentit's a culture. As a Patient Experience Specialist, you play a direct role in strengthening trust, improving satisfaction, and ensuring patients feel supported at every stage of their care.

You'll join a mission-driven organization that values teamwork, accountability, and growth. Here, your work directly impacts lives.

What We Offer

• Competitive compensation.
• Comprehensive benefits package (Medical, Dental, Vision).
• Short- and Long-Term Disability, Life & AD&D Insurance.
• 401(k) retirement plan.
• Paid Time Off, Holidays, Vacation, Personal, and Sick Leave.
• Professional and personal development opportunities.
• Employee recognition and assistance programs.
• Supportive, high-performance team environment.

If you are passionate about creating exceptional experiences and want to be part of a healthcare organization committed to service excellence, apply today and grow with EPIC Health.