Patient Experience Specialist at EPIC Health System LLC – Southfield, Michigan

Location: Southfield, Michigan (On-site)
Reports To: On-site Manager
Employment Type: Full-Time

At EPIC Health, every patient interaction matters. From the first phone call to post-visit follow-up, we believe exceptional care begins with exceptional service.

The Patient Experience Specialist is the frontline champion of our patient-centered culture. This role is ideal for an experienced customer service professional who thrives in fast-paced, high-touch environments such as banking, hospitality, retail, or healthcare. You will serve as the primary point of contact for patients—offering empathetic support, clear guidance, and swift problem resolution to ensure every interaction is positive, respectful, and stress-free.

If you are passionate about service excellence and want to make a meaningful difference in people’s healthcare journeys, we’d love to meet you.

• Serve as the primary point of contact for patients via phone, in-person, and digital channels.

• Provide empathetic, professional, solution-focused support.

• Resolve concerns efficiently while ensuring patients feel heard, valued, and respected.

• Maintain accurate and up-to-date patient records within Electronic Health Record (EHR) systems while adhering to privacy and confidentiality standards.

• Coordinate communication between providers, specialists, pharmacies, and external partners to prevent delays.

• Manage pre- and post-visit processes, including appointment reminders, follow-ups, and feedback collection.

• Proactively identify and address potential obstacles to care.

• Connect patients to resources that improve accessibility and continuity.

• Support patients through specialized services (acquisitions, infusions, treatments) with clear explanations and reassurance.

• Anticipate patient needs and go above expectations to create memorable experiences.

• Address feedback and complaints professionally and constructively.

• Collaborate with clinical and administrative teams to reduce wait times and streamline workflows.

• Participate in service improvement initiatives and training programs.

• Engage in ongoing training related to:

  • Customer service excellence

  • De-escalation techniques

  • Patient advocacy

  • Healthcare operations

• Provide coverage or support at additional locations as needed.

• High school diploma or GED.

• Minimum of 2 years of experience in customer-facing roles (banking, hospitality, retail, or healthcare strongly preferred).

• Strong verbal and written communication skills.

• Excellent interpersonal skills with the ability to build trust quickly.

• Strong organizational and multitasking abilities.

• Comfort with technology, including EHR systems (training provided).

• Ability to thrive in a fast-paced, team-oriented environment.

• Experience in healthcare or medical office settings.

• Additional certifications or coursework in customer service or healthcare administration.

• Experience handling escalated customer or patient concerns.

At EPIC Health, we are transforming how healthcare is delivered—focusing on compassion, accessibility, and comprehensive care for the communities we serve.

We believe service is not a department—it’s a culture. As a Patient Experience Specialist, you play a direct role in strengthening trust, improving satisfaction, and ensuring patients feel supported at every stage of their care.

You’ll join a mission-driven organization that values teamwork, accountability, and growth. Here, your work directly impacts lives.

• Competitive compensation.

• Comprehensive benefits package (Medical, Dental, Vision).

• Short- and Long-Term Disability, Life & AD&D Insurance.

• 401(k) retirement plan.

• Paid Time Off, Holidays, Vacation, Personal, and Sick Leave.

• Professional and personal development opportunities.

• Employee recognition and assistance programs.

• Supportive, high-performance team environment.

If you are passionate about creating exceptional experiences and want to be part of a healthcare organization committed to service excellence, apply today and grow with EPIC Health.