Patient Services Coordinator

Cherry Health; Grand Rapids, Northern (MI, KY); Hybrid; USD 42,000 - 52,000; Full time

Job summary

Cherry Health is seeking a Patient Services Coordinator to support patient care through call management, scheduling, and data entry in the EMR. You will greet patients, input records, and coordinate translation services while upholding HIPAA standards.

The role emphasizes teamwork with clinical staff, accuracy in data, and flexibility to cover nights/weekends as needed. On-site at Heart of the City - West facility.

Qualifications

• Proven customer service experience in healthcare or call-center settings.
• Ability to manage high volume of patient interactions with accuracy.
• Bilingual Spanish preferred for communication with diverse patients.

Responsibilities

• Open and close the Contact Center promptly.
• Greet patients using scripts and appropriate communication methods.
• Input accurate patient data into the EMR with attention to HIPAA.
• Coordinate translation services when required.
• Schedule appointments and create patient charts per guidelines.
• Verify insurance information and eligibility for scheduling.
• Maintain confidentiality and quality in EHR records.

Skills

Customer service

Communication

HIPAA compliance

Bilingual Spanish

Education

High School Diploma

Associate degree preferred

Tools

NextGen EHR

Microsoft Office

Job description

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 1⁄3 of the time* Sitting: 1⁄3 to 2⁄3 of the time* Independently mobile (movement between floors): Less than 1⁄3 of the time* Grasping (applying pressure to objects): Less than 1⁄3 of the time* Finger Use (typing, pinching, etc.): 1⁄3 to 2⁄3 of the time* Reaching above head: Less than 1⁄3 of the time* Stooping, crouching, or bending: Less than 1⁄3 of the time* Kneeling or crawling: Less than 1⁄3 of the time* Repetitive hand/body motions: 1⁄3 to 2⁄3 of the time* Vision (reading computer screen): 1⁄3 to 2⁄3 of the time* Hearing: 1⁄3 to 2⁄3 of the time* Speaking: 1⁄3 to 2⁄3 of the time* Pushing or pulling: Less than 1⁄3 of the time* Sedentary Work (lifting no more than 10 lbs): 1⁄3 to 2⁄3 of the time.**Environmental Factors / Working Conditions:*** Indoor office environment: More than 2⁄3 of the time* Outdoor weather conditions: Less than 1⁄3 of the time* Exposure to toxic/caustic chemicals: Less than 1⁄3 of the time* Exposure to blood, bodily fluids: Less than 1⁄3 of the time* Exposure to illness/infection: Less than 1⁄3 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.