Patient Services Representative - Medical Records

Job Description

Job Description

Patient Services Specialist

Job Type: Full-time | Day Shift (No nights, weekends, or holidays)
Location: Grand Rapids, MI

Join Our Team at Grand Valley Medical Specialists

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.

What You’ll Do

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 assigned by leadership.
• Answer incoming private line and direct call to appropriate staff.

What We’re Looking For

• High school diploma or equivalent.
• Minimum of 1 year of experience in a healthcare setting.
• Experience with medical terminology is preferred.
• Dependable, punctual, and flexible with scheduling and location coverage.
• Clear, professional communication—both verbal and written.
• Comfort with EHR systems and typical Patient Services workflows
• Strong organizational skills and a collaborative mindset

Benefits We Offer

• 401(k) Retirement Plan
• Health, Dental, and Vision Insurance
• Life Insurance
• Short- and Long-Term Disability (STD/LTD)
• Paid Time Off (PTO) and Earned Sick Time
• Supportive, team-centered work culture