Patient Services Representative Associate

Corewell Health; Grand Rapids (MI); On-site; USD 32,000 - 42,000; Full time

Job summary

Corewell Health is seeking a patient access specialist to greet patients, answer calls and assist with registration, appointments, and insurance information. You will document interactions in the EHR and help resolve basic navigation questions while upholding our service standards.

The role supports multiple sites in Grand Rapids and requires a high school diploma and solid customer service skills; 1 year of related experience is preferred, with a focus on accuracy and compassionate

Qualifications

• High School Diploma or equivalent.
• 1 year of relevant experience in insurance billing, access management, patient financial services, electronic health records, lab service support or related fields.
• Excellent communication and problem-solving abilities.
• Ability to work with patients and staff via phone, chat, email.

Responsibilities

• Greets patients and visitors as a concierge.
• Handles clerical tasks: phone calls, scheduling, mail, and registrations; notes health maintenance gaps.
• Performs patient registration/check-in/out and verifies demographic/insurance information.
• Uploads documents to EPIC and handles basic EMR/EHR scanning.
• Supports safety initiatives and completes required competencies.

Skills

Customer service

EHR/EMR literacy

Communication skills

Problem solving

Education

High School Diploma or equivalent

Tools

EPIC EMR

Right Fax scanning

Job description

Shift and status

Full time, range of hours 5:45 a.m. to 8:00 p.m., variable days and weekend

Locations: 2770 East Beltline Ave NE and Care Center Cutlerville 80 68th St Grand Rapids

Job Summary

Assist and educate patients, providers, medical office staff, and/or Health system staff with accessing services, facilitating and resolving problems, understanding navigation questions. Consistently create an exceptional experience with each contact, via inbound and outbound calls, online chat, email, etc. Adheres to established procedure and quality guidelines in support of Patient Access Services Center performance indicators, as well as Corporate values and codes of excellence.

Essential Functions

• Serves as a concierge - greets and communicates with patients or visitors.
• Performs clerical functions, including, but not limited to: answers practice phone calls; schedules patient appointments using a decision tree where applicable; orders supplies; generates patient letters; processes/sorts mail and supply deliveries, and processes registration reports. Responsible for identifying and reminding patients of health maintenance gaps. Documents patient phone calls in EHR for call routing / resolution.
• Performs patient registration and check-in, confirms patient demographic and insurance information; assists patients with self-registration and arrival. Performs patient check-out: schedules follow-up appointments or confirms future appointments.
• Maintains patient medical records according to standards; uploads Right Fax documents into EPIC. Responsible for basic EMR/EHR scanning.
• Actively participates in safety initiatives and risk mitigating measures where appropriate and completes all position and unit safety related competencies and requirements on a timely basis.
• Performs other duties as assigned.

Qualifications

• High School Diploma or equivalent

Preferred

• 1 year of relevant experience In insurance billing, access management, patient financial services, electronic health records, lab service support or other related fields.

As part of our hiring process, you may be invited to complete an initial screening using an AI‑enabled voice agent. This screening focuses on job‑related qualifications and is reviewed by our hiring team as one part of the overall evaluation process. The voice agent provides the opportunity for applicants to respond at a time that works best for them. The voice agent works 24/7 - just like healthcare!

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members, and our communities. We are committed to cultivating and investing in YOU. Our top‑notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

How Corewell Health cares for you

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.
• On-demand pay program powered by Payactiv
• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
• Optional identity theft protection, home and auto insurance
• Traditional and Roth retirement options with service contribution and match savings
• Eligibility for benefits is determined by employment type and status

Primary Location

SITE - 2770 East Beltline Ave NE - Grand Rapids

Department Name

Ortho Shared Services 2770 East Beltline - Medical Group West

Employment Type

Full time

Shift

Day (United States of America)

Weekly Scheduled Hours

40

Hours of Work

5:45 a.m. to 8:00 p.m.

Days Worked

Monday to Friday

Weekend Frequency

Variable weekends

Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug‑free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on‑site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.