Responsible for greeting patients and callers via telephone. Ensures prompt, efficient, and excellent customer service. Schedules patient appointments, answers/triage incoming calls, has awareness of all TBCHS services, the ability to answer high-level questions and direct calls appropriately. Responsible for ER Transitional Care Management, and also is responsible for Breast Health Navigator duties.  

Patient Access and Customer Service  

  • Open and closes the building for business following the provided protocol.    
  • Greets callers ensuring prompt, courteous attention and outstanding customer service.       
  • Answers multi-line telephone calls timely, professionally and courteously 
  • Performs reminder calls to patients for scheduled non-confidential appointments; two days in  advance as assigned. 
  • Schedules patient appointments; triaging urgent or complex complaints following policy and procedure and staying within scope of position   
  • Serves as a first point of contact for patient questions or concerns.  
  • Provides information regarding services available such as, Medicaid or insurance enrollment, the sliding fee discount program, available over-the-counter medications, drug or transportation assistance, dental, pharmacy, optical, behavioral health programs, or other services offered by TBCHS. Able to answer questions regarding these services and direct calls appropriately.  
  • Triage of patients according to triage protocol with appropriate documentation; assistance in emergent walk-ins 


  • Maintain documentation of communications via the electronic medical record (EMR). 
  • Appropriate documentation regarding patient visits, test results, phone notes, medication refills, patient education, procedures, referrals, diet, provider/patient response, etc. 
  • Appropriate documentation of orders and diagnosis  
  • Maintains proficiency in the use of the EMR 
  • Completion of EMR down-time processes as appropriate 
  • Receive and return phone calls from patients for medication renewals, information gathering, home care advice, referral arrangements, and changes in treatment as ordered by Medical Provider. 

Standard Competencies 

  • Displays courtesy and sensitivity while managing difficult and emotional customer situations. Solicits feedback to improve service and responds promptly to customer’s needs. 
  • Schedules time off in advance to ensure proper coverage for department.  Also begins working on time and works independently throughout the day until it is time to end shift. 
  • Accepts responsibility for own actions and is able to meet commitments.  Asks for help when needed.
  • Able to follow policies and procedures while supporting the goals and values of the organization.  Also promotes a positive work environment for staff of all departments offering support while working cooperatively with all co-workers. 
  • Expresses ideas and thoughts effectively.  Displays confident communication skills and exhibits good listening.  Keeps other adequately informed while selecting appropriate forms of communication.   
  • Shows a strong initiative and willingness to learn, continually strives to increase personal productivity.  Always treats others with respect and consideration as committing to do the best job possible.

SUPERVISORY RESPONSIBILITIES:  This job has no supervisory responsibilities. 

EDUCATION and/or EXPERIENCE:  LPN licensure through State of MI 


  • Current BLS CPR certification   
  • Current LPN license.  Must maintain current licensure as required by the State of Michigan.   


reCAPTCHA is required.