Patient Services Coordinator

Cherry Health (Cherry Street Services) DBA; Grand Rapids (MI); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Paid Time Off

401(k) Retirement Plan

Employee Assistance Program

Job summary

Cherry Health in Grand Rapids, MI is seeking a Patient Services Coordinator to deliver exceptional customer service across call center, in-person, and scheduling workflows. You will collect data, verify insurance, input into the EHR, and route urgent messages to clinicians while maintaining confidentiality.

This role supports patients through appointment scheduling, data accuracy, and coordination with translation services.

Qualifications

• High School or equivalent required; associate degree preferred.
• 1+ year experience in medical office, call center, or customer service.
• Bilingual Spanish helpful but not required.

Responsibilities

• Open and close the Contact Center promptly.
• Greet patients using scripts and collect accurate data in the EMR.
• Input financial and demographic information into patient records.
• Record clear messages for physicians and staff; prioritize tasks in EMR.
• Identify urgent symptoms and direct patients to clinical staff.
• Schedule, confirm, and create patient charts per guidelines.
• Coordinate translation services when needed.
• Verify insurance details for scheduling and eligibility.
• Audit appointments and patient data for completeness.
• Represent Cherry Health at community events and promote services.
• Review sliding fee scales as necessary.
• Maintain patient confidentiality per HIPAA.

Skills

Medical terminology

Insurance processes

Teamwork

Bilingual preferred

Phone communication

Microsoft Office

Attention to detail

HIPAA compliance

Education

High School / Equivalent

Associate Degree or specialized training (preferred)

Tools

NextGen EHR

Zoom (Contact Center)

Microsoft Office

Job description

Welcome to Cherry Health - video about Cherry HealthThe 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 ServiceCollaborationIntegrityRespectProfessionalismLearningEducation / 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 computerZoom phone software and Zoom Contact Center applicationNetworked copier/printer/facsimileMicrosoft Office (Word, Excel, PowerPoint, etc.)Electronic Health Record (NextGen)Physical Requirements:Standing: Less than ⅓ of the timeSitting: ⅓ to ⅔ of the timeIndependently mobile (movement between floors): Less than ⅓ of the timeGrasping (applying pressure to objects): Less than ⅓ of the timeFinger Use (typing, pinching, etc.): ⅓ to ⅔ of the timeReaching above head: Less than ⅓ of the timeStooping, crouching, or bending: Less than ⅓ of the timeKneeling or crawling: Less than ⅓ of the timeRepetitive hand/body motions: ⅓ to ⅔ of the timeVision (reading computer screen): ⅓ to ⅔ of the timeHearing: ⅓ to ⅔ of the timeSpeaking: ⅓ to ⅔ of the timePushing or pulling: Less than ⅓ of the timeSedentary 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 timeOutdoor weather conditions: Less than ⅓ of the timeExposure to toxic/caustic chemicals: Less than ⅓ of the timeExposure to blood, bodily fluids: Less than ⅓ of the timeExposure to illness/infection: Less than ⅓ of the timeOther 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 650 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 provides comprehensive, high quality healthcare for all.Our Vision:Lives are transformed by creating a healthier community where every person has their best opportunity to thrive.Our Values:Collaboration – Support the Cherry Health mission by encouraging teamwork to accomplish organizational goals.Welcoming – We create an inclusive, respectful environment where everyone feels valued, supported, and comfortable contributing.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 rolesMedical, Dental and Vision Insurance for you and your familyGenerous Paid Time Off benefit – 4 weeks per year for full timePaid 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 PlansPet Insurance!Employee Assistance ProgramOur policy is to offer all employees and applicants for employment equal opportunity without regard to race, color, religion, gender, national origin, age, disability, genetic information, marital status, height, weight, sexual orientation, gender identity, or status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected category.