Simulation Details

Corewell Health Urgent Care specializes in walk-in medical services for non-life-threatening conditions, catering to a diverse demographic, including busy professionals, college students, and families. The clinic operates in a fast-paced environment, leveraging EPIC Electronic Medical Records (EMR) software to streamline patient information management, verify insurance eligibility, and ensure scheduling accuracy. Corewell Health emphasizes patient-centered care through initiatives like “First Contact Resolution,” aiming to resolve concerns during initial interactions. The clinic values kindness, excellence, and proactive service, fostering trust and satisfaction among patients.

As a Patient Service Representative, you will handle two distinct patient interactions that test your ability to balance administrative precision with empathetic communication. First, you must assist Marcus Burnett, a frustrated patient who arrived on the wrong day for his appointment. Your task is to de-escalate his frustration, verify his appointment details, and offer alternative solutions within the constraints of the clinic’s scheduling system. Second, you will guide Naomi Fields, a visibly unwell walk-in patient, through the registration process while addressing her privacy concerns. You must provide clear, step-by-step instructions and reassure her about confidentiality policies to ensure she feels supported. Your goal is to uphold Corewell Health’s mission of delivering seamless, patient-centered care while maintaining professionalism and operational efficiency.

– Engage with Marcus Burnett to verify his appointment details, de-escalate his frustration, and offer actionable solutions, such as rescheduling or providing alternative resources.
– Assist Naomi Fields by guiding her through the registration process, addressing her privacy concerns, and reassuring her about confidentiality protections.
– Demonstrate empathetic communication, problem-solving, and multitasking skills to resolve patient concerns effectively.

Team

Who you will work with in this Simulation
Your team is 100% generated by AI – you will not interact with real people and no human will read your conversation.

Alex Kim
Patient Service Representative

Emily Carter
Front Desk Supervisor

Marcus Burnett
Scheduled Appointment Visitor

Naomi Fields
Walk-In Patient

Organization

A healthcare clinic specializing in walk-in medical services for non-life-threatening conditions, serving a diverse demographic with a focus on patient-centered care.