Patient Access Representative Associate

About the Role

Assist and educate patients, providers, medical office staff, and Health system staff with accessing services, facilitating and resolving problems, and understanding navigation questions. Provide an exceptional experience through inbound and outbound calls, online chat, email, and other channels while adhering to established procedures, quality guidelines, corporate values, and codes of excellence.

Responsibilities

• Analyze, evaluate, resolve, and respond to service inquiries from members, providers, employer groups, colleagues, agents, Elite agents, and others within departmental guidelines.
• Partner with internal and external resources to provide information and education on benefit clarification, eligibility, verification, authorization, billing, and claim status.
• Identify and resolve or escalate customer concerns or complaints to achieve positive outcomes.
• Place outbound welcome calls to members to educate them on their benefits as needed.
• Assist walk‑in members and agents when assigned by leadership.
• Identify potential trends or issues impacting health plan members and suggest process improvements.
• Assist customers with administrative issues such as enrollment record changes, coverage letters, and relaying member information to other departments.
• Facilitate claims resolution by following up on member calls and correspondence.
• Track and document all service interactions in appropriate systems according to guidelines.
• Maintain productivity, availability to customers, and adherence to work schedule.
• May be trained to perform core scheduling duties for other service lines to meet fluctuating business demands.
• Participate in safety initiatives and complete all position and unit safety competencies in a timely manner.
• Perform other duties as assigned.

Qualifications

• High School Diploma or equivalent (required).
• 1 year of relevant experience (required).
• Associate’s degree (preferred).
• Must reside in the state of Michigan.

Benefits

• Comprehensive benefits package covering financial, health, and work/life balance goals.
• On‑demand pay program powered by Payactiv.
• Discounts directory with deals on 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.

Schedule

Full‑time, Monday through Friday, 9:00 a.m. – 5:30 p.m. (Day shift). Weekly scheduled hours: 40.

Location

Corewell Health Southfield Center – 26901 Beaumont Blvd, Southfield, MI (Department: Contact Center Radiology CHE).

About Corewell Health

Corewell Health is a nationally recognized health system dedicated to delivering personalized health care to patients, members, and communities. The organization fosters a collaborative culture that values diversity, equity, and inclusion, offering opportunities for professional growth and a commitment to improving health, instilling humanity, and inspiring hope.