Patient Access Senior Representative

Shift and status

Full-time, 3:30 p.m. to 12:00 a.m., and every other weekend

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, via inbound and outbound calls, postal mailing, online chat, TEAMS, email, etc., as outlined by standard work.
• 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. Effectively manage to daily improvement and intermediate knowledge of the operations
• Identifies potential trends or issues that impact patients and service lines and works with coworkers and leadership resources to suggest process improvements.
• Consistently meets standards of the On-Track performance and averaging consistently high QA audit scores. Demonstrated ability to perform all duties of the associate and intermediate levels
• Acts as an expert resource for team members through “in the moment” guidance (SME Line) and reinforcement of standard work guidelines and disciplines with new employees within the “at the elbow” presence (preceptor).
• Maintains /updates knowledge of changes in standard work and guidelines and provides input.
• Escalates transaction incidents to Lead/ Supervisor/Manager for resolution. Fluently communicates with all levels of leadership, manage up and lead laterally.
• May be trained and then assigned to perform core scheduling duties for other service lines to meet fluctuating business demands.
• Actively participates in safety initiatives and risk mitigating measures where appropriate and completes all position and unit safety related competencies and requirements on a timely basis.
• Performs other duties as assigned.

Qualifications

Required

• High School Diploma or equivalent
• 5 years of relevant experience in related field
• 1 year of relevant experience in Revenue Cycle

Preferred

• Associate’s degree
• 2 years of relevant experience in customer facing service on phone or face to face, customer service and/or managed health care

As part of our hiring process, you may be invited to complete an initial screening using an AI‑enabled voice agent. This screening focuses on job‑related qualifications and is reviewed by our hiring team as one part of the overall evaluation process. The voice agent provides the opportunity for applicants to respond at a time that works best for them.  The voice agent works 24/7 - just like healthcare!

About Corewell Health 

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members, and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence. 

How Corewell Health cares for you

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.
• On-demand pay program powered by Payactiv
• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
• Optional identity theft protection, home and auto insurance
• Traditional and Roth retirement options with service contribution and match savings
• Eligibility for benefits is determined by employment type and status

Primary Location

SITE - Care Center Breton - 4600 Breton Rd SE - Kentwood

Department Name

Contact Center Primary Care - Corporate

Employment Type

Full time

Shift