Patient Relations Specialist

Job Description

Job Description

Patient Relations Specialist – EPIC Health

Location: Southfield, MI
Employment Type: Full-Time, In-Office

About EPIC Health

EPIC Health is a physician- and family-owned healthcare group with over 25 years of experience serving communities across Metro Detroit. With multiple locations and a wide range of primary and specialty care services, our mission is to provide exceptional care with compassion, integrity, and innovation.

Position Overview

The Patient Relations Specialist will serve as the first point of contact for potential new patients, creating a positive and welcoming experience from the very first interaction. This role combines inbound and outbound phone work, handling calls generated from marketing campaigns, events, and other lead generation activities. The Specialist will focus on building rapport, educating potential patients about Epic Health services, and scheduling appointments to ensure a smooth start to their care journey.

This is an in-office position that requires excellent communication skills, a patient-first mindset, and the ability to convert inquiries into scheduled visits.

Key Responsibilities

Inbound Call Management

• Answer incoming calls from prospective patients in a professional, friendly, and timely manner.
• Provide information about Epic Health’s services, specialties, and locations.
• Guide callers through the appointment scheduling process.

Outbound Call Outreach

• Call potential patients whose information was obtained from events, marketing campaigns, or lead lists.
• Engage prospects with a warm, informative, and persuasive approach.
• Overcome objections and highlight the benefits of becoming an Epic Health patient.

Patient Experience & Appointment Conversion

• Build trust and rapport to ensure a positive first impression of Epic Health.
• Actively convert inquiries into confirmed appointments.
• Ensure accurate and complete data entry for patient information in the scheduling system.

Collaboration & Reporting

• Work closely with the marketing and operations teams to follow up on campaign-generated leads.
• Track call volume, appointment conversions, and other performance metrics in the CRM system.
• Provide feedback on lead quality and campaign effectiveness.

Qualifications

• Experience in a patient-facing, customer service, or call center role (healthcare experience preferred).
• Excellent phone communication and interpersonal skills.
• Strong ability to build rapport quickly and create a positive first impression.
• Comfort with both inbound and outbound calling.
• Ability to handle objections professionally and close appointments.
• Proficiency in scheduling software and CRM tools.
• Detail-oriented, organized, and results-driven.

Performance Metrics

• Inbound call response time.
• Outbound call volume.
• Appointment conversion rate.
• Show rate for scheduled appointments.
• Patient satisfaction with first interaction.

Why Join Us?

At EPIC Health, you’ll be more than just a voice on the phone—you’ll be the bridge that connects patients to life-changing care. Every call you make and every conversation you have directly impacts someone’s health journey. Here, you’ll be part of a passionate, mission-driven team that’s reshaping what healthcare feels like for our community.

What We Offer

• Competitive Pay – Recognizing the impact you make on patient growth and satisfaction.
• Comprehensive Benefits – Health, dental, vision, life, and disability insurance.
• 401(k) Retirement Plan – Helping you plan for your future.
• Generous PTO & Paid Holidays – Balance your professional and personal life.
• Professional Development – Ongoing training to grow your skills in patient engagement and healthcare operations.
• Collaborative Environment – Join a supportive, patient-first culture that values your contribution.

???? Apply today and help patients take the first step toward better health with EPIC Health!