Health Care Representative/Leader

MSU Careers Details•East Lansing, MI

About The Position

Performs advanced administrative and patient access functions within a clinic or medical office. Coordinates appointment scheduling, registration, insurance verification, referrals, and other front-end operations to support efficient patient care. Serves as a staff resource by providing workflow guidance and assistance with complex patient service issues, while promoting accurate recordkeeping and compliance with organizational policies. Supports timely patient flow, effective communication, a positive patient experience, and efficient clinic operations and reimbursement processes. The position also supports staff onboarding and coaching, workflow and staffing coverage, patient access and revenue cycle activities, quality and compliance reviews, process improvement, and operational projects. It handles patient inquiries and escalations and maintains confidentiality and compliance with HIPAA and applicable regulations.

Requirements

Knowledge normally acquired through a high school education.
At least one year of related and progressively more responsible or expansive experience working with an electronic health record in a medical office, medical clinic, or mental health office, or an equivalent combination of education and experience.

Nice To Haves

Knowledge of medical terminology, patient registration, scheduling, insurance, and referral processes.
Experience with EHR/EMR and computerized scheduling systems.
Strong customer service, communication, and problem-solving skills.
Ability to coordinate workflow, support staff development, and improve operational efficiency.
Experience in a large healthcare or academic medical setting.

Responsibilities

Ensure efficient patient access, registration, scheduling, and customer service operations.
Provide staff training, guidance, onboarding support, and ongoing coaching.
Monitor workflow, staffing coverage, and work distribution for registration, scheduling, insurance verification, referrals, and authorizations.
Register new patients and update demographic, insurance, and financial information in the electronic medical record.
Oversee insurance eligibility verification, documentation, and resolution of coverage issues.
Coordinate communication among patients, providers, and clinical staff to facilitate patient flow and address scheduling challenges and service concerns.
Assist with escalated customer service concerns, registration discrepancies, and insurance-related matters.
Ensure staff complete registrations, obtain required documentation, scan records, and maintain complete medical records.
Oversee referrals, prior authorizations, medical record requests, and other patient access functions.
Explain clinic policies, procedures, and financial responsibilities to patients and representatives.
Support revenue cycle activities, including copay and outstanding balance collection and accurate financial transaction processing.
Review work for quality, accuracy, regulatory compliance, and adherence to departmental policies and procedures.
Participate in process improvement, patient satisfaction, quality assurance, and performance metric tracking.
Coordinate and track appointments while optimizing provider schedules and access to care.
Respond to and triage phone calls, electronic communications, and patient inquiries, resolving or escalating them as appropriate.
Assist leadership with reporting, operational projects, policy implementation, staff meetings, and performance management activities.
Maintain patient confidentiality and comply with HIPAA, organizational policies, and applicable regulatory requirements.
Perform other duties as assigned.