Client Services Representative
Institute of Contextual Health (IOCH)
5429 Northland Dr. NE, Suite A, Grand Rapids, MI 49525
Position summary
The Client Services Representative is the first point of contact for IOCH clients. This role supports clients across physical therapy, occupational therapy, and rheumatology by handling scheduling, communication, payments, and front office operations. The goal is a smooth, welcoming experience from first contact through discharge.
Key responsibilities
Client communication
- Respond promptly to client inquiries by phone, text, email, and in person.
- Maintain a positive, empathetic, and professional attitude with every client.
- Route all clinical questions, medication or refill requests, and symptom concerns to the appropriate team member or provider without screening or advising.
Scheduling and intake
- Schedule, reschedule, and confirm appointments across PT, OT, and rheumatology.
- Send and track intake paperwork and confirm forms are complete before visits.
- Check clients in and out and keep the schedule current.
Payments and cost of care
- Collect and update client demographic and insurance information.
- Collect copays, coinsurance, and self-pay balances, and explain basic financial policies.
- Provide estimated cost of care and good faith estimates to clients.
Records and data
- Complete accurate data entry in IOCH’s clinical and practice management systems.
- Scan and file documents into the client record.
- Protect client privacy and follow HIPAA requirements at all times.
Team and office support
- Coordinate with team members and providers to keep service running smoothly.
- Offer feedback to improve client service processes.
- Keep the front desk and active office areas clean and organized.
- Complete other duties as assigned.
Qualifications
Required
- High school diploma or equivalent.
- Strong verbal and written communication skills.
- Comfortable with computers and learning new software.
- Reliable, organized, and able to manage multiple tasks.
Preferred
- Experience in a medical office, front desk, or customer service role.
- Familiarity with insurance and medical scheduling.
- Experience with an EMR or practice management system.
Schedule and compensation
Full-time, first shift, Monday through Friday. Full-time at IOCH is 36 or more hours per week. This position is benefits-eligible.
Wages starting at $17/hour, with starting pay based on experience.
Reporting and employment terms
Reports to the Office Manager. Six-month probationary period. At-will employment.
Apply by email
Send your résumé and a brief introduction to info@contextualhealth.org. Include your availability and anticipated start date.
Subject: Client Services Application
Apply by EmailRemember to attach your résumé before sending.
