Patient Services Coordinator

Cherry Health • Grand Rapids, MI

8d • Onsite

About The Position

The Patient Services Coordinator delivers customer service to patients through multiple communication channels and supports patient care through call management, intake, symptom triage, scheduling, registration, insurance management, and documentation. The position requires careful attention to detail, managing a high volume of patient interactions, and collaboration with clinical staff to provide quality service. It is a full-time, benefit-eligible, onsite role at Cherry Health’s downtown Grand Rapids location, typically working Monday through Friday, 8 a.m. to 5 p.m. Occasional limited off-shift, night, or weekend hours may be required to accommodate business needs.

Cherry Health is Michigan’s largest Federally Qualified Health Center, serving six counties from a base in Grand Rapids. Its team of more than 650 health care professionals works across 20 locations to remove barriers, expand access, and provide comprehensive quality health care to underserved communities, regardless of insurance status or ability to pay. Services include primary care, dental, vision, behavioral health, pharmacy, substance abuse services, residential re-entry services, and school-based health centers. Cherry Health’s mission is to provide comprehensive, high-quality healthcare for all, and its vision is to transform lives by creating a healthier community where every person has the best opportunity to thrive.

Requirements

• At least one year of experience in a medical office, call center, or customer service role.
• High school education or equivalent is required; an equivalent combination of education, training, and relevant work experience may be considered in lieu of the specified education and experience requirements.
• Knowledge of medical terminology and insurance processes.
• Strong teamwork skills to achieve positive outcomes for patients and staff.
• Excellent telephone communication and customer service skills.
• Proficiency with Microsoft Office programs and ability to learn new software.
• Detail orientation and strong organizational skills.
• Effective written and verbal communication skills.
• Ability to maintain patient confidentiality in accordance with HIPAA regulations.
• Ability to work occasional, limited off shifts, nights, or weekends.

Nice To Haves

• Associate degree or specialized training.
• Bilingual skills, with Spanish preferred.

Responsibilities

• Open and close the Contact Center promptly.
• Greet patients and clients using appropriate communication methods and scripts.
• Collect and enter accurate patient demographic and financial information into patient records.
• Record clear, concise messages for physicians and staff and prioritize tasks in the EMR system.
• Listen for urgent symptoms and direct patients to clinical staff for timely assistance.
• Collaborate with team members and site partners to address patient needs efficiently.
• Schedule and confirm appointments and create patient charts in accordance with scheduling guidelines using the electronic system.
• Coordinate translation services when required.
• Maintain knowledge of insurance guidelines to support accurate scheduling, verification, and eligibility determinations.
• Audit appointments and charts for completeness and accuracy of patient data.
• Represent the organization at community events, promote its services, and foster positive relationships.
• Review sliding fee scale costs as necessary.
• Meet personal and team qualitative and quantitative performance goals.
• Protect the confidentiality and accuracy of patient information in the Electronic Health Record.
• Perform additional duties as assigned.

Benefits

• Loan repayment through the NHSC and Michigan State Loan Repayment Program for select roles.
• Medical, dental, and vision insurance for employees and their families.
• Four weeks of paid time off per year for full-time employees.
• Eight full-day paid holidays and two half-day paid holidays.
• 403(b) retirement savings plan with an employer match of up to 5%.
• MET and MESP 529 savings plans.
• Pet insurance.
• Employee Assistance Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED