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
- Demonstrates high competency in responding to service inquiries from patients, providers within departmental guidelines. Professional and pleasant interactions are ongoing expectations.
- Assist patients, providers, practice staff, regarding accessing service lines, facilitating scheduling & registration tasks along with support of other non-routine questions.
- In accordance with standard work, consistently create an exceptional experience with each contact, via inbound and outbound calls, postal mailing, online chat, TEAMS, email, etc.
- Able to perform in all disciplines within the respective service line and remains up to date on standard work changes industry, industry standards, policy changes and operational improvements.
- Consistently meets standards of the On-Track performance and demonstrated ability to perform all duties of the associate level
- Effectively tracks and/or documents all service interactions with customers within appropriate systems according to guidelines.
- Identifies potential trends or issues that impact patients and service lines and works with coworkers and leadership resources to suggest process improvements.
- Promptly identifies and resolves or escalates customer concerns or complaints to achieve positive outcomes. Demonstrated ability to influence, support and improve upon processes
Qualifications
- Required High School Diploma or equivalent
- Preferred Associate's Degree
- 2 years of relevant experience In related field. Required
- 1 year of relevant experience Experience in customer-facing service on phone or face to face; customer service, high volume call center, medical billing, insurance environment relevant to benefits, provider contracting, claims processing, and/or managed health care. Preferred
- 1 year of relevant experience Revenue Cycle Preferred
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Physical Demands
- Pallet to Waist (6" from floor) > 5 lbs: Seldom up to 10 lbs
- Waist to Waist > 5 lbs: Seldom up to 10 lbs
- Waist to Chest (below shoulder) > 5 lbs: Seldom up to 10 lbs
- Waist to Overhead > 5 lbs: Seldom up to 10 lbs
- Bilateral Carry > 5 lbs: Seldom up to 10 lbs
- Unilateral Carry > 5 lbs: Seldom up to 10 lbs
- Pushing Force > 5 lbs: Seldom up to 20 lbs
- Pulling Force > 5 lbs: Seldom up to 15 lbs
- Sitting: Frequently
- Standing: Occasionally
- Walking: Occasionally
- Forward Bend - Standing: Seldom
- Forward Bend - Sitting: Occasionally
- Trunk Rotation - Standing: Seldom
- Trunk Rotation - Sitting: Occasionally
- Squat: Seldom
- Stair Climbing: Seldom
- Reach - Above Shoulder: Seldom
- Reach - at Shoulder or Below: Seldom
- Handling: Occasionally
- Forceful Grip > 5 lbs: Seldom
- Forceful Pinch > 2 lbs: Seldom
- Finger/Hand Dexterity: Frequently
- Visual Acuity ¹
[None = No; Seldom = Yes]: Seldom
Primary Location
SITE - Kentwood Medical Office Building - 4600 Breton Rd - Kentwood
Department Name
Patient Access Service Center - Resource Scheduling
Employment Type
Full time
Shift
Day (United States of America)
Weekly Scheduled Hours
40
Hours of Work
Variable
Days Worked
Monday to Friday
Weekend Frequency
Variable weekends
CURRENT COREWELL HEALTH TEAM MEMBERS – Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only.
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.
You may request assistance in completing the application process by calling 616.486.7447.
