New Patient Onboarding Specialist - Bilingual

New Patient Onboarding Specialist - Bilingual

Job Title: New Patient Onboarding 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 creating positive first impressions. Drawing from backgrounds in customer-facing roles such as banking, hospitality, retail, or healthcare settings, you will serve as the welcoming point of contact for new patients joining EPIC Health—either as entirely new members of the practice or those transitioning from recently acquired practices.

Under the supervision of the Manager, you will leverage your customer service expertise to guide patients through onboarding, address initial questions or concerns, ensure smooth transitions, and build trust from the very first interaction, setting the foundation for long-term satisfaction in a healthcare environment.

Key Responsibilities:

• Serve as the primary point of contact for new patients and those from recent acquisitions, providing empathetic, professional, and solution-focused support via phone, in-person, or digital channels to make their transition welcoming and seamless.
• Deliver clear, courteous, and reassuring communication, actively listening to patient needs, answering questions about the practice, and ensuring they feel valued and supported from day one.
• Accurately collect, maintain, and update new patient demographic and insurance information in Electronic Health Records (EHR) systems while adhering to privacy and confidentiality standards.
• Coordinate the secure transfer and integration of medical records from acquired practices or previous providers to ensure continuity of care without delays.
• Proactively identify and resolve potential barriers to onboarding (e.g., insurance verification, record transfers, or scheduling first visits), connecting patients with appropriate resources and support.
• Manage the full onboarding process, including welcome calls, appointment scheduling for initial visits, follow-up reminders, and feedback collection to create a smooth, hassle-free experience.
• Oversee specialized onboarding needs related to practice acquisitions, ensuring clear explanations, patient comfort, and adherence to transition protocols.
• Drive high levels of patient satisfaction by anticipating new patient needs, promptly addressing concerns or confusion, and going the extra mile to exceed expectations during this critical first stage.
• Collaborate with clinical, administrative, and acquisition teams to streamline onboarding workflows, reduce transition friction, and elevate overall service quality.
• Participate in service improvement projects, sharing customer service insights to refine new patient processes and training programs.
• Commit to ongoing training in customer service excellence, de-escalation techniques, patient onboarding best practices, 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 outstanding first impressions for customers/patients.
• Excellent communication and interpersonal skills, with proven ability to build rapport quickly 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 onboarding satisfaction.
• Comfortable with technology, including EHR systems and other tools (training provided).
• A collaborative team player who excels in high-performance, supportive environments.