Clinic Service Representative Grosse Pointe Cottage Emergency Department- Contingent

Admin Support (Non-Clinical)
1911142 Requisition #
  • Under general supervision follows standard operating procedures for all patient registration activities including patient reception, face-to-face check in and check out, preregistration, insurance verification, cash collections, chart reconciliation and patient discharge. 
  •  Actively contributes to an organizational culture committed to the highest degree of service excellence standards to all customer groups.



Provides World Class Service Excellence to patients:

 Warm patient greeting and closing. (AIDET)

 Performs Clinic Rounding per protocol.

 Service Recovery (HEART)

 Adheres to Chief First Impressions Officer (CFIO) standards.

 Maintains Front Desk and Lobby Appearances according to policy.

 Adheres to the CSR Dress Code at all times.

Performs all aspects of appointment scheduling including:

 Makes appointments for patients accurately and efficiently, according to clinic protocols.

 Assists patients with any scheduling concerns.

 Returns patient calls if unable to make appointment at the time of the patient interaction.

 Reschedules appointments as necessary.

 Follows policy for "no shows" and late patients, per clinic protocol.

 Provides accurate detailed information to patients including: arrival times and other necessary information.

 Creates and/or attaches necessary referral per protocol.

 Scans necessary documentation into the E-HR, including but not limited to:

 Photo IDs

 Insurance cards

 HIPAA forms

 Treatment/procedure consent forms

 Financial consent forms

 Advance Beneficiary Notice (ABN) forms

 Advanced directives

 Guardianship papers

 Communicates effectively with providers regarding patient scheduling issues as needed.

TITLE: Clinic Service Representative F05493 Page: 2 of 3

Provides accurate data collection and registration for all patient visits which includes but is not limited to:

 Properly verifies and updates patient demographics.

 Properly verifies and updates patient emergency contact.

 Properly verifies and creates hospital account record (HAR).

 Properly verifies and updates patient insurance coverage.

 Distributes appropriate information to new patients.

 Maintains knowledge of current computer updates and insurance information.

Performs all aspects of Collecting Cash including:

 Responsible for handling cash, per clinic protocol.

 Collects copayments and/or prior balances and prepayments.

 Properly closes out Epic cash drawer daily.

 Balances end of day batches associated with credit card machines.

 Assists patients with billing problems or inquiries.

 Follows standard operating procedures for Patient Payment Policies.

Performs miscellaneous duties as assigned, including, but not limited to:

 Extra duty assignments.

 Maintains business office equipment.

 Calls for repairs as assigned.

 Orders office supplies as assigned.





  •  High School Diploma or equivalent.
  • Required to perform calculations, complete forms, extensively utilize computer information system. Familiarity with clinic environment preferred.
  • Demonstrated ability to work with detailed information.
  • Requires interpersonal skills to deal effectively both over the telephone and in person with patients, visitors, medical staff, and other clinic and/or hospital personnel.
  • Ability to perform a variety of tasks in a timely manner to meet clinic staff and patient needs.
  • Ability to discuss with patients their general financial responsibilities and connect the patient with the Customer Service Center at the Corporate Business Office.
  • Ability to work successfully in a fast-paced environment with frequent interruptions.
  • Ability to work within a team setting and be supportive of team members.
  • Successful completion of yearly competencies.
  • Basic computer skills (i.e., knowledgeable opening software/email, navigate on keyboard, logging in and out of computer).
  • Ability to work effectively with populations of diverse backgrounds and ages.
  •  Dependable and punctual.
  • Strong organizational skills and ability to multi-task.



       Henry Ford Health System, one of the largest and most comprehensive integrated U.S. health

       care systems, is a national leader in clinical care, research and education.  The system includes

       the 1,200-member Henry Ford Medical Group, five hospitals, Health Alliance Plan (a health

       insurance and wellness company), Henry Ford Physician Network, a 150-site ambulatory

       network and many other health-related entities throughout southeast Michigan, providing a

       full continuum of care.  In 2015, Henry Ford provided $299 million in uncompensated care.

       The health system also is a major economic driver in Michigan and employs more than 24,600

       employees.  Henry Ford is a 2011Malcolm Baldrige National Quality Award recipient.  The

       health system is led by President and CEO Wright Lassiter III.  To learn more, visit


       Whether it's offering a new medical option, helping you make healthier lifestyle choices or

       making the employee enrollment selection experience easier, it's all about choice.  Henry

       Ford Health System has a new approach for its employee benefits program - My Choice

       Rewards.  My Choice Rewards is a program as diverse as the people it serves.  There are

       dozens of options for all of our employees including compensation, benefits, work/life balance

       and learning - options that enhance your career and add value to your personal life.  As an

       employee you are provided access to Retirement Programs, an Employee Assistance Program

       (Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness,                 and a whole host of other benefits and services.  Employee's classified as contingent status are not         eligible for benefits.    

      Equal Employment Opportunity/Affirmative Action Employer

        Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health System is

        committed to the hiring, advancement and fair treatment of all individuals without regard to

        race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

        weight, marital status, family status, gender identity, sexual orientation, and genetic information,

        or any other protected status in accordance with applicable federal and state laws.

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