Senior Patient Experience Coordinator

Senior Patient Experience Representative — Ganger Dermatology | Ann Arbor, MI

Ganger Dermatology is growing, and we’re looking for a warm, organized, and driven experienced Patient Experience Coordinator

If you light up when you help people, thrive in a fast-paced environment, and take pride in doing your job well — read on.

Make Every Patient Feel Like Your Only Patient

This is an ideal opportunity for a seasoned medical front office professional who thrives in a fast-paced environment, delivers exceptional customer service, and takes ownership of creating an outstanding patient experience.

As the first and last person our patients interact with, you'll play a vital role in ensuring every visit is welcoming, efficient, and memorable.

What You'll Do

• Greet patients and visitors with warmth, professionalism, and efficiency both on the phone and in person.
• Manage a high volume of incoming calls and while providing exceptional customer service.
• Schedule appointments accurately and optimize provider schedules on phones and at front desk.
• Verify patient demographics, insurance, and required documentation.
• Maintain accurate patient records while ensuring HIPAA compliance.
• Communicate office policies and financial expectations clearly and professionally.
• Assist with opening and closing responsibilities, supply management, and maintaining a clean, welcoming reception area.
• Collaborate with providers and teammates to continuously improve the patient experience.
• Train and mentor team members.
• Own front office workflows rather than simply perform them.
• Audit patient registrations, insurance verification, and scheduling accuracy to ensure quality standards are met.

• Identify trends in scheduling errors and registration issues and partner with leadership to implement corrective actions.

• Assist in developing and maintaining front office standard operating procedures (SOPs).

• Handle escalated tasks.
• Model best practices in patient service, scheduling, registration, and communication.
• Partner with Leadership Team to assist with implementation of new systems, software updates, and process changes.
• Drive consistency across all three locations.
• Other projects as assigned.

What We're Looking For

We're looking for someone who brings experience, confidence, and professionalism to the role. This requires a 40+ hour per week commitment.

Required Qualifications

• 4+ years of experience in a medical front office, patient services, or healthcare customer service role.
• Demonstrated ability to manage multiple priorities in a fast-paced medical practice.
• Exceptional communication and interpersonal skills.
• Strong computer and EMR proficiency.
• Excellent attention to detail and organizational skills.

Preferred Qualifications

• Experience in dermatology or another medical specialty practice.
• Familiarity with insurance verification and medical scheduling.
• Experience using electronic medical records (EMA/Modernizing Medicine preferred).

You'll Be Successful Here If You

• Take ownership without needing constant direction.
• Stay calm and positive under pressure.
• Anticipate patient and provider needs.
• Communicate with empathy and professionalism.
• Enjoy solving problems and helping people.
• Value teamwork, accountability, and continuous improvement. • Analyze and improve processes.

• Handle escalated patient concerns.

Benefits

• Medical, Dental & Vision Insurance
• 401(k) with Company Match
• Paid Time Off and Paid Holidays
• Quarterly Employee Appreciation Days
• Career Growth Opportunities within our three-location practice

Schedule

• Full-time (40 hours/week)
• Monday-Friday
• Occasional evenings and Saturdays
• Primarily based in Ann Arbor with occasional coverage at our Plymouth and Wixom offices

About Ganger Dermatology

At Ganger Dermatology, we're committed to delivering exceptional dermatologic care while creating an outstanding experience for every patient. Our team of 65+ professionals values integrity, collaboration, accountability, and continuous growth.

If you're an experienced healthcare professional who takes pride in delivering exceptional service and wants to be part of a team that truly values its people, we'd love to hear from you.