Patient Experience Resource Specialist

Mentavi Inc.•Grandville, MI

1d•Hybrid

About The Position

The Patient Experience Resource Specialist is a full-time, hybrid role within the Health Information Management (HIM) department under the Patient Engagement Team (PET) division. This cross-trained expert will pivot between patient advocacy, complex administrative support, and special organizational projects. This position is vital for ensuring seamless patient care and maintaining high quality standards across different departmental workflows. This is a hybrid role requiring a minimum of two (2) days per week on-site at our Grandville, MI office; candidates must be able to meet this requirement to be considered for the position. Core presence is required during standard business hours, typically 8:00 AM to 5:00 PM ET.

Requirements

Proven ability to remain accurate and efficient while moving between different departmental workflows.
Strong verbal and written skills, with the ability to provide professional guidance in high-stress situations.
Expert-level knowledge of Microsoft Office, Google Suite, and various EHR/EMR platforms.
High School Diploma/GED required.
Minimum 2 years in a healthcare or clinical setting, with a proven history of professional growth.
Candidates must be legally authorized to work in the United States on a full-time basis.
Candidates must be able to meet the requirement of a minimum of two (2) days per week on-site at our Grandville, MI office.

Nice To Haves

Bachelor’s degree in Business, Healthcare Administration or a related field is preferred.

Responsibilities

Guide patients through their treatment journeys and de-escalating complex or frustrated situations with empathy.
Handle incoming calls, chats, and emails regarding treatment plans, service education, and general inquiries.
Navigate and complete tasks within Zendesk, Dr. Chrono, and other EHR systems to ensure seamless patient care.
Process pharmacy requests (refills, transfers) and manage the release of medical records.
Coordinate appointments for medical treatment and teletherapy, and process patient payments or refunds.
Work directly with the Independent Contracted Provider Network (psychologists and medical providers) to complete assigned tasks.
Provide coverage or support for special projects within the HIM department or other areas of the organization as assigned.
Participate in initiatives to enhance patient care and service delivery across different teams.
Maintain high productivity with an accuracy score of 95% or higher on quality audits.
Performs other duties as assigned.