Patient Services Coordinator

Patient Services Coordinator

The Patient Services Coordinator plays a key role in delivering excellent customer service to patients, ensuring a positive patient experience through various communication channels. This position supports patient care through call management, patient intake, symptom triage, scheduling, registration, insurance management, and documentation. The role requires attention to detail, the ability to manage a high volume of patient interactions, and collaboration with clinical staff to ensure quality service. The position involves working flexible hours, including nights and weekends, to accommodate business needs.

Currently this is a full time benefit eligible position typically working Monday to Friday 8am to 5pm. This will be onsite at our Heart of the City - West facility.

Bilingual in Spanish is preferred.

Responsibilities:

• Open and close the Contact Center promptly.
• Greet patients and clients using appropriate communication methods and scripts.
• Collect and input accurate patient data, including financial and demographic information, into the patient record.
• Record clear, concise messages for physicians and staff, prioritizing tasks within the EMR system.
• Actively listen to identify urgent symptoms and direct patients to clinical staff for timely assistance.
• Collaborate with team members and site partners to address patient needs efficiently.
• Schedule patient appointments, confirm appointments, and create patient charts in compliance with scheduling guidelines using the electronic system.
• Coordinate translation services when required.
• Maintain knowledge of insurance guidelines for accurate scheduling, verification, and eligibility determination.
• Audit appointments and charts to ensure completeness and accuracy of patient data.
• Represent the organization at community events, promoting services and fostering positive relationships.
• Review sliding fee scale costs as necessary.
• Achieve personal and team performance goals, both qualitative and quantitative.
• Ensure confidentiality and accuracy when handling patient data in the Electronic Health Record (EHR).
• Perform additional duties as assigned.

Skills / Knowledge / Abilities:

• Knowledge of medical terminology and insurance processes.
• Strong teamwork skills to achieve positive outcomes for patients and staff.
• Bilingual skills (Spanish preferred).
• Excellent phone communication and customer service skills.
• Proficient in Microsoft Office programs and the ability to learn new software.
• Detail-oriented with strong organizational skills.
• Effective written and verbal communication skills.
• Ability to maintain patient confidentiality in adherence to HIPAA regulations.

Key Values:

• Customer Service
• Collaboration
• Integrity
• Respect
• Professionalism
• Learning

Education / Licenses / Certificates:

Required: High School / Equivalent - Preferred: Associate Degree or specialized training.

Experience Required:

• At least one year of experience in a medical office, call center, or customer service role.
• In lieu of the specified education and experience requirements, an equivalent combination of education, training, and relevant work experience may be considered.

Equipment / Tools / Technology:

• Desktop or laptop computer
• Zoom phone software and Zoom Contact Center application
• Networked copier/printer/facsimile
• Microsoft Office (Word, Excel, PowerPoint, etc.)
• Electronic Health Record (NextGen)

Physical Requirements:

• Standing: Less than ⅓ of the time
• Sitting: ⅓ to ⅔ of the time
• Independently mobile (movement between floors): Less than ⅓ of the time
• Grasping (applying pressure to objects): Less than ⅓ of the time
• Finger Use (typing, pinching, etc.): ⅓ to ⅔ of the time
• Reaching above head: Less than ⅓ of the time
• Stooping, crouching, or bending: Less than ⅓ of the time
• Kneeling or crawling: Less than ⅓ of the time
• Repetitive hand/body motions: ⅓ to ⅔ of the time
• Vision (reading computer screen): ⅓ to ⅔ of the time
• Hearing: ⅓ to ⅔ of the time
• Speaking: ⅓ to ⅔ of the time
• Pushing or pulling: Less than ⅓ of the time
• Sedentary Work (lifting no more than 10 lbs): ⅓ to ⅔ of the time.

Environmental Factors / Working Conditions:

• Indoor office environment: More than ⅔ of the time
• Outdoor weather conditions: Less than ⅓ of the time
• Exposure to toxic/caustic chemicals: Less than ⅓ of the time
• Exposure to blood, bodily fluids: Less than ⅓ of the time
• Exposure to illness/infection: Less than ⅓ of the time

Other Requirements of the Position:

Work hours during off shifts, nights, or weekends: Occasional, limited.

Supervision Received: Work progress checked frequently.

Supervision Given: No direct supervision of others.

Client Population Served:

May serve all patient populations.

Who we are:

Cherry Health, Michigan's largest Federally Qualified Health Center (FQHC), operates in six counties across the state, is based in Grand Rapids. With a team of more than 800 health care professionals at 20 locations, Cherry Health focuses on removing barriers, expanding access, and delivering comprehensive quality health care services to underserved communities, regardless of an individual's insurance status or ability to pay. We provide primary care, dental, vision, behavioral health, pharmacy services, substance abuse services, residential re-entry services, school-based health centers and more.

Our Mission:

Cherry Health improves the health and wellness of individuals by providing comprehensive primary and behavioral health care while encouraging access by those who are underserved.

Our Vision:

Our community will be healthier because we will seek out and welcome those who need our services. All will be treated as family with integrated, coordinated care to improve health and personal well-being.

Our Values:

• Collaboration – Support the Cherry Health mission by encouraging teamwork to accomplish organizational goals.
• Customer Service – Serve internal and external customers in a welcoming manner with compassionate care.
• Innovation – Embrace creativity to improve patient care and workplace efficiency while remaining curious and open to learning.
• Integrity – Uphold the highest ethical standards by being honest and trustworthy.
• Professionalism – Create a positive work environment where we care accountable for our decision, our action and the results.

Benefits:

Cherry Health has excellent benefit offerings dependent on employment status. Check out a sample of the benefits available to our team members below!

• Loan repayment through the NHSC and Michigan State Loan Repayment Program for select roles
• Medical, Dental and Vision Insurance for you and your family
• Generous Paid Time Off benefit – 4 weeks per year for full time
• Paid holidays - 8 full day paid holidays (Including Black Friday!) and 2 half day paid holidays!
• 403(b) Retirement Savings Plan with generous employer match - $ for $ match up to 5%
• MET and MESP 529 Savings Plans
• Pet Insurance!
• Employee Assistance Program