Patient Experience Resource Specialist

CURRENTLY WE ARE ONLY ACCEPTING INTERNAL APPLICATIONS FOR THIS SPECIFIC ROLE. 

Job Summary:

The Patient Experience Resource Specialist is a full-time, hybrid role within the Health Information Management (HIM) department under the Patient Engagement Team (PET) division. This cross-trained expert will pivot between patient advocacy, complex administrative support, and special organizational projects. This position is vital for ensuring seamless patient care and maintaining high quality standards across different departmental workflows

This is a hybrid role requiring a minimum of two (2) days per week on-site at our Grandville, MI office; candidates must be able to meet this requirement to be considered for the position. Core presence is required during standard business hours, typically 8:00 AM to 5:00 PM ET.

Duties/Responsibilities:

Guide patients through their treatment journeys and de-escalating complex or frustrated situations with empathy.

Handle incoming calls, chats, and emails regarding treatment plans, service education, and general inquiries.

Navigate and complete tasks within Zendesk, Dr. Chrono, and other EHR systems to ensure seamless patient care.

Process pharmacy requests (refills, transfers) and manage the release of medical records.

Coordinate appointments for medical treatment and teletherapy, and process patient payments or refunds.

Work directly with the Independent Contracted Provider Network (psychologists and medical providers) to complete assigned tasks.

Provide coverage or support for special projects within the HIM department or other areas of the organization as assigned.

Participate in initiatives to enhance patient care and service delivery across different teams.

Maintain high productivity with an accuracy score of 95% or higher on quality audits.

Performs other duties as assigned.

Required Skills/Abilities: 

Proven ability to remain accurate and efficient while moving between different departmental workflows.

Strong verbal and written skills, with the ability to provide professional guidance in high-stress situations.

Expert-level knowledge of Microsoft Office, Google Suite, and various EHR/EMR platforms.

Education and Experience:

High School Diploma/GED required.

Minimum 2 years in a healthcare or clinical setting, with a proven history of professional growth.

Bachelor’s degree in Business, Healthcare Administration  or a related field is preferred.

Total Rewards & Culture

Financial & Future Security

Salary commensurate with experience and regular performance reviews.

401(k) retirement plan to help you reach your long-term financial goals.

Company-paid Short-Term and Long-Term Disability, plus additional optional and voluntary life insurance plans.

Health & Wellness

Premium insurance package (e.g. medical, dental, vision, pet insurance, etc).

Priority access to our diagnostic evaluation(s) for you and your family.

Generous Paid Time Off (PTO) and observed Paid Holidays to ensure you can recharge.

The Hybrid Work Experience

A flexible model requiring 2 days per week in-office, designed to balance deep work with team synergy.

Our office is designed for high-bandwidth collaboration, featuring a fully stocked pantry and premium beverage selection to keep you fueled.

Regular company meetings provided lunches.

We welcome your well-behaved companions through our canine pet policy.

Growth & Connection

Professional development opportunities in addition to a A dedicated Professional Development Reimbursement Program to support your growth.

Team-building events to foster a strong organizational culture.

Equal Opportunity

Mentavi Health is an equal-opportunity employer. We embrace and encourage differences in age, color, disability, ethnicity, gender identity or expression, national origin, physical and mental ability, race, religion, sexual orientation, veteran status, and other characteristics that make our employees unique. We encourage and welcome diverse candidates to apply for any position you are qualified to bring your unique perspective to our team. To be considered for this position, candidates must be legally authorized to work in the United States on a full-time basis. We are unable to provide visa sponsorship (e.g., H-1B, TN, etc.) for this role now or in the future. Verification of employment eligibility will be required at the time of hire.