Patient Experience & Front Desk Coordinator

University of Michigan Health-West; Grand Rapids (MI); On-site; USD 34,000 - 42,000; Full time

Job summary

University of Michigan Health-West is seeking a Patient Service Representative to serve as the first contact for patients. You will provide exceptional customer service, handle patient registration, manage calls, schedule appointments, and assist with forms in a fast-paced clinic environment.

The role requires strong organizational and interpersonal skills, attention to detail, and the ability to work collaboratively with the care team while protecting patient privacy and confidentiality.

Qualifications

• High school diploma or equivalent.
• Prior admin/clerical experience in a clinical setting preferred.
• Knowledge of medical terminology and coding preferred.
• Excellent customer service and interpersonal skills.
• Strong verbal and written communication skills.
• Strong telephone etiquette.
• Ability to work under pressure with minimal supervision.
• Proficiency in data entry and typing.
• Basic math and office procedures knowledge.

Responsibilities

• Welcomes and greets patients and visitors, in person or over the phone.
• Answers and directs all incoming calls.
• Takes complete and accurate patient messages that need to be relayed to the care team.
• Schedules patient appointments and handles inquiries.
• Collaborates with the care team to maintain and improve patient care and service.
• Registers patients according to established protocols and manages assigned work queues.
• Assists patients in completing all necessary forms and documentation.
• Ensures accurate billing information for patients.
• Maintains patient correspondence and follow-up calls.
• Collects payment and reconciles cash draw.
• Ensures reception area, office files and front desk are well maintained.
• Maintains patient privacy and confidentiality.
• Performs other clerical duties as assigned.

Skills

Customer service

Interpersonal skills

Verbal communication

Written communication

Telephone skills

Typing speed

Data entry

Medical terminology knowledge

Education

High school diploma or equivalent

Tools

MS Office

Electronic Health Records (EHR)

Job description

University of Michigan Health-West is seeking a Patient Service Representative to serve as the first contact for patients. You will provide exceptional customer service, handle patient registration, manage calls, schedule appointments, and assist with forms in a fast-paced clinic environment.

The role requires strong organizational and interpersonal skills, attention to detail, and the ability to work collaboratively with the care team while protecting patient privacy and confidentiality.