Clinical Service Specialist, Full Time - Grand Rapids, MI

About the role

We are seeking a motivated and detail‑oriented Clinical Service Specialist to join our highly skilled Infusion team in Grand Rapids, MI. This role requires a strong healthcare administrative background, with expertise in scheduling, authorizations, and benefits verification. The ideal candidate will be self‑driven, able to work independently, and possess excellent communication skills. The individual will ensure smooth clinical operations, manage patient schedules, support medical staff, verify insurance benefits, and secure necessary authorizations for treatments. If you thrive in a fast‑paced environment, are a proactive problem‑solver, and have a passion for helping others, this position offers the chance to be part of a supportive and growing team.

Primary Responsibilities

• Manage and support all front‑end operations of the infusion center, including answering phone calls, greeting patients, maintaining a clean and organized environment, processing payments, accepting deliveries, and overseeing incoming mail.
• Proactively review patient cancellations and reschedule treatments to ensure the treatment plan is followed; communicate changes to the Clinical Operations Manager and nursing staff; call patients to remind them of upcoming appointments.
• Receive deliveries, collect invoices, review for accuracy and consistency, coordinate with the Clinic Manager to authorize payment, and forward to Vivo Accounts Payable.
• Schedule patients for follow‑up infusion treatments in close collaboration with the Patient Care Navigator team.
• Collaborate with referring providers to obtain and file medical records, ensuring all relevant documents are available for the medical team’s review while adhering to HIPAA guidelines.
• Maintain statistical records and prepare reports as requested by the Clinic Manager, using information systems proficiently.
• Assist with clinical inventory management in collaboration with the Clinical Operations Manager.
• Foster positive and collaborative relationships with professional staff, co‑workers, referring physician offices, ancillary departments, and external agencies.

Secondary Responsibilities

• Maintain confidentiality of all company and patient records and adhere to HIPAA regulations.
• Communicate schedule changes to the team and assist with rescheduling patients.
• Manage incoming mail and deliveries.

Qualifications

• High school graduate or equivalent (required).
• At least 2 years of administrative experience in a healthcare environment (required).
• Medical Assistant Certification or medical office experience (preferred).
• 1 year working with insurance authorizations, benefits verifications, and billing (preferred).
• Working knowledge of medical terminology (required).
• Active CPR/BLS certification prior to starting work (required).
• Intermediate typing skills (50+ wpm), computer literacy with MS Office (Excel, Word, PowerPoint), and proficiency with office equipment and billing databases.
• Potential travel to other local Vivo clinics to provide administrative support if needed.

Skills

• Self‑motivated with the ability to work independently.
• Outstanding communication and interpersonal skills; professional interaction with staff, patients, and physicians.
• Proficient computer skills for electronic recordkeeping.
• Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.

Compensation

• Pay Range: $20.00 – $23.00 per hour.
• Bonus Plan Target: 5% annually (based on performance).
• Private Equity for the Greater Good – Company‑wide employee ownership program.

Benefits

• Medical, Dental, Vision coverage.
• HSA with employer contribution.
• Touchcare – Insurance concierge service.
• 401(k) with match up to 4%.
• PTO accrual of 3+ weeks, rollover, and donation program.
• Wellness reimbursement program – $360 annually.
• Employee referral bonus – uncapped potential.
• Tuition assistance and professional association reimbursement.
• Employee assistance program (employer‑provided).
• Short‑ and long‑term disability (employer‑provided).
• Life insurance (employer‑provided).

Schedule

• Full‑time, Monday – Friday, 8:00 am – 5:00 pm.
• Non‑exempt (hourly) status.

Work Environment & Physical Demands

The employee works in a clinical setting with exposure to moving mechanical parts (medical equipment), fumes, airborne particles, and potentially toxic or caustic chemicals. Noise level is moderate. Vision requirements include close, color, distance, peripheral, depth perception, and focus adjustment. The role requires standing, walking, talking, hearing, and smelling; excellent visual acuity and manual dexterity; frequent use of hands for handling and reaching; and occasional sitting, stooping, kneeling, bending, crouching, or crawling. Personal protective equipment may include face shield or goggles, non‑slip shoes, gloves, mask, and other protective garments.