Clinical Service Representative (Lung Cancer Screening Program) Join a compassionate and highly specialized team at Henry Ford Health supporting a centralized lung cancer screening program serving 13 accredited sites and potentially expanding into broader regional networks. This remote position plays a critical role in patient coordination, record management, and scheduling-but may transition to an onsite setting in the future. Monthly onsite team meetings are held to maintain collaboration and excellence. The ideal candidate thrives in a high-volume, patient-facing environment and is driven by empathy, precision, and flexibility. This role functions more like a unit secretary, navigating healthcare records, documenting encounters, and coordinating multidisciplinary care pathways for patients aged 50-77. Key Competencies & Expectations Include:
- Patient Communication & Compassion: Conduct up to 40 calls/day, often with older adults and high-emotion conversations
- Scheduling Expertise: Manage radiology-based appointment coordination, patient record creation, and work queue follow-up
- Healthcare System Navigation: Work across Epic, Eon tracking, Teams, and Webex; Epic experience preferred
- Team Collaboration & Flexibility: Rotate weekly between main phone line, follow-ups, and returning patient management
- Multidisciplinary Coordination: Support clinical teams including pulmonology, oncology, and radiology
- Attention to Detail & Autonomy: Independently handle documentation, call tracking, and problem resolution
- Organizational Reliability: Monday-Friday, 8:00 AM-4:30 PM; remote work with potential for onsite return
- Call Quotas & Accountability: Maintain daily call benchmarks; assist proactively when primary lines are quiet
GENERAL SUMMARY: 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.
EDUCATION REQUIRED:
- High School Diploma or equivalent.
EXPERIENCE REQUIRED:
- 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.
Additional Information
- Organization: Henry Ford Medical Group
- Department: Lung Cancer Screening Program
- Shift: Day Job
- Union Code: Not Applicable
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Henry Ford Health System
remote work
Jul 23, 2025