Senior Patient Services Representative

Corewell Health • Grand Rapids, MI

2d • Onsite

About The Position

The Patient Service Representative Senior coordinates advanced surgical scheduling for multiple surgeons across various locations. The role requires prior Patient Service Representative experience and an understanding of complex scheduling workflows in a fast-paced healthcare environment. The position collaborates with providers, clinical teams, patients, hospitals, and external partners to coordinate surgical care and provide customer service.

The Senior PSR oversees functional training for clerical staff, audits processes and develops improvement plans, and schedules complex referrals, surgeries, in-office procedures, and tests. The role also reviews medical records for incoming referrals, performs collaborative tracking and trending reviews and audits, serves as a departmental subject matter expert, and can perform the responsibilities of Patient Services Representative Associate and Intermediate roles as needed. The position supports safety initiatives and completes required safety competencies.

This is a full-time, 40-hour-per-week position in the Neurosurgery Spine - Medical Group West department at Corewell Health Care Center in Grand Rapids. Hours are 8:30 a.m. to 5:00 p.m., Monday through Friday, with no weekends.

Requirements

• High school diploma or equivalent.
• Three years of relevant experience.
• Prior Patient Service Representative experience.
• Strong understanding of complex scheduling workflows.
• Exceptional organizational and multitasking abilities.
• Strong communication and interpersonal skills.
• Ability to manage multiple priorities while maintaining accuracy and efficiency.
• Detail-oriented, adaptable, and professional.

Nice To Haves

• Associate’s degree.

Responsibilities

• Oversee the development and delivery of functional training to clerical staff using standard work.
• Audit processes and develop action plans for process improvement.
• Schedule complex incoming and outgoing referrals, surgeries, in-office procedures, and tests, including reviewing medical records for incoming referrals.
• Perform collaborative tracking and trending reviews and audits within the department or practice.
• Serve as a subject matter expert and resource to the department or practice.
• Perform Patient Services Representative, Associate, and Intermediate role duties when necessary.
• Participate in safety initiatives and risk-mitigation measures where appropriate, and complete position- and unit-related safety competencies and requirements on time.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits package supporting financial, health, and work/life balance goals.
• On-demand pay program powered by Payactiv.
• Discounts directory with offers on restaurants, phone plans, spas, and other items.
• Optional identity theft protection, home insurance, and auto insurance.
• Traditional and Roth retirement options with service contribution and matching savings.

What This Job Offers

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