Patient Services Representative

Job Description

Job Description

Job Type:

Full-time | Day Shift

8:00 AM - 5:00 PM
Locations: Primary: Grand Rapids, MI & as needed Wyoming, MI

Grand Valley Medical Specialists (GVMS) is a long-standing, physician-owned private practice that has been proudly serving the Grand Rapids community since the 1930s. Our dedicated team includes 15 physicians specializing in internal medicine, pediatrics, and family medicine, along with 5 advanced practice providers, all committed to delivering compassionate, high-quality care. As our practice continues to grow, we are excited to welcome two new providers to better serve our patients and community.

Job Overview

This position combines responsibilities traditionally held within scheduling/phone operations, referrals coordination, check-in, and check-out functions. Team members are expected to rotate responsibilities and cross-cover roles as operational needs require, including traveling between office locations to ensure adequate coverage.

As a key member of the care team, the Patient Services Specialist plays a vital role in ensuring efficient clinic operations, continuity of care, and a positive patient experience through accurate coordination, communication, and customer service.

Key Responsibilities

Scheduling & Phone Operations

• Answer incoming patient calls in a professional and courteous manner.
• Schedule, reschedule, and cancel appointments per office guidelines.
• Respond to patient inquiries regarding appointment availability, referrals, imaging, and general office information.
• Route calls and messages appropriately and document communication accurately in the medical record.
• Monitor and manage inboxes as assigned.

Check-In Responsibilities

• Greet patients, visitors, and vendors upon arrival.
• Accurately check patients in for office visits.
• Verify and update patient demographics and insurance information at each visit.
• Scan insurance cards and required documents into the system.
• Collect co-pays, outstanding balances, and other patient payments.
• Ensure HIPAA forms and required documentation are current and on file.
• Explain office policies, including payment and mask policies, as applicable.
• Maintain a clean, organized, and welcoming workspace.

Check-Out Responsibilities

• Check patients out following office visits.
• Schedule follow-up appointments as directed by providers.
• Submit and track orders for labs, imaging, procedures, and referrals.
• Ensure orders are complete, accurate, and routed appropriately.
• Maintain a clean, organized, and welcoming workspace.

Referral Coordination

• Manage the full referral process for specialty, clinical, diagnostic, and procedural services.
• Obtain and document prior authorizations in accordance with payer requirements.
• Send required clinical documentation to external providers and facilities.
• Track referral status, follow up as needed, and ensure timely completion.
• Communicate referral details, expectations, and next steps clearly to patients.
• Serve as a liaison between patients, providers, insurance companies, and external offices.
• Coordinate scheduling and patient communication for specialized programs, including Behavioral Health Collaborative Care Management (CoCM), as applicable.

Medical Records Operations

• Answer inbound and outbound phone calls related to medical records and respond to inquiries from patients, providers, insurance companies, and external facilities.
• Process and coordinate release of information requests (ROI)
• Receive, review, scan, index, and import patient records into the electronic health record (EHR).
• Fax, mail, and electronically transmit protected health information (PHI) securely to patients, providers, hospitals, and other healthcare facilities.
• Monitor and manage inboxes as assigned.

Team Responsibilities

• Cross-cover and rotate between roles to support daily office operations.
• Travel between office locations based on coverage and staffing needs.
• Maintain accurate and timely documentation in all systems.
• Comply with HIPAA, OSHA, and all regulatory and organizational policies.
• Perform additional duties as assigned by leadership.
• Answer incoming private line and direct call to appropriate staff.

Required Skills & Qualifications

• High School Diploma or GED required.
• Minimum of 1 year of customer service experience; healthcare or health insurance experience preferred.
• Experience with medical terminology preferred.
• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to multitask and adapt in a fast-paced environment.
• Ability to work independently and collaboratively as part of a team.
• Demonstrated professionalism and ability to handle confidential information.
• Dependable, punctual, and flexible with scheduling and location coverage.

Physical Demands

• Ability to sit or stand for extended periods.
• Ability to type, walk, carry, and lift up to 10 lbs.
• Ability to reach, push, pull, twist, bend, and perform repetitive motions.
• Proficient in the use of office equipment, including multi-line phones, computers, scanners, fax machines, and copiers.

Work Environment

• Fast-paced medical office environment.
• Frequent interaction with patients, providers, insurance companies, and external offices.
• Requires professionalism, discretion, and the ability to manage sensitive and confidential information.

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Vision insurance