EPIC Health System LLC

Compensation

Full Description

Patient Experience Specialist Job Title: Patient Experience Specialist Location: Southfield, Michigan (On-site) Reports To: On-site Manager Position Summary: The ideal candidate is an experienced customer service professional with a proven track record of delivering exceptional service and resolving issues effectively. Drawing from backgrounds in customer-facing roles such as banking, hospitality, retail, or healthcare settings, you will act as the primary point of contact for patients, providing empathetic support, clear guidance, and swift resolutions to ensure every interaction is positive and stress-free. Under the supervision of the Manager, you will leverage your customer service expertise—ideally combined with healthcare experience—to handle patient inquiries, coordinate services seamlessly, anticipate needs, and foster lasting trust, creating outstanding experiences in a healthcare environment. Key Responsibilities: • Serve as the main point of contact for patients, providing empathetic, professional, and solution-focused support via phone, in-person, or digital channels to resolve concerns quickly and effectively. • Deliver clear, courteous communication in all interactions, actively listening to patient needs and ensuring they feel valued, heard, and supported throughout their healthcare journey. • Accurately maintain and update patient information in Electronic Health Records (EHR) systems while adhering to privacy and confidentiality standards. • Coordinate timely and accurate information sharing between providers, specialists, pharmacies, and partners to prevent delays and enhance service flow. • Proactively identify and address potential barriers to care, connecting patients with resources and support to remove obstacles and improve accessibility. • Manage pre- and post-visit coordination, including appointment reminders, follow-ups, and feedback collection, to create smooth, hassle-free experiences. • Oversee patient interactions related to specialized services (e.g., acquisitions, infusions, and treatments), ensuring clear explanations, comfort, and adherence to protocols. • Drive high levels of patient satisfaction by anticipating needs, promptly addressing feedback or complaints, and going the extra mile to exceed expectations. • Collaborate with clinical and administrative teams to streamline processes, reduce wait times, and elevate overall service quality. • Participate in service improvement projects, sharing insights from customer service and healthcare best practices to refine workflows and training programs. • Commit to ongoing training in customer service excellence, de-escalation techniques, patient advocacy, and healthcare operations. • Perform other duties as assigned, including providing coverage or support at additional locations as needed. Why Work for EPIC Health? We offer a competitive compensation and benefits package, including: • Competitive Pay • Opportunities for Professional and Personal Growth • Medical, Dental, and Vision Coverage • Short and Long-Term Disability, Life & AD&D Insurance • 401(k) • Holiday, Vacation, Personal, and Sick Time-Off • Employee Recognition and Assistance Programs Who You Are: • High school diploma or GED required; additional education or certifications in customer service, healthcare administration, or related fields are a plus. • Minimum of 2 years of experience in customer-facing roles (e.g., banking, hospitality, retail, or healthcare environments strongly preferred). • Passionate about service excellence, problem-solving, and creating positive customer/patient interactions. • Excellent communication and interpersonal skills, with proven ability to build rapport and handle diverse situations calmly. • Strong organizational and multitasking skills, thriving in a dynamic, fast-paced setting. • Proactive and adaptable, with a knack for identifying and implementing solutions to improve satisfaction. • Comfortable with technology, including EHR systems and other tools (training provided). • A collaborative team player who excels in high-performance, supportive environments.