Patient Services Associate

Job Title

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Job Description

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Responsibilities

Greet PES patients and their guests.

Arrives and registers patients; updates patient documentation in MiChart; Identifies patient financial liability; Obtains proper insurance address and documentation to ensure correct charges. Reviews and manages work queues.

Notify staff in clinical room of patient arrival and phone calls

Fax/scan necessary paperwork as well as distribute incoming faxes to clinical staff immediately

Triage calls for very busy multi-line suicide hot line.

Manage inventory for brochures, office and kitchen supplies on regular basis, receive and restock supplies and brochures

Update staffing board and call in additional staff as requested

May need to assist clinical team to quickly run errands to the medical emergency room and/or blood labs to deliver patient samples

Tests out clerical team procedures, works with administrative manager to investigate problems with clinical operations and implement solutions.

Submit work orders and manage status of them. Assists with clinical reporting, data entry and analytics;

Maintain accurate patient records and documentation, ensuring compliance with confidentiality and privacy regulations (HIPAA).

Accurately verify patient information, including demographic details, medical history, and insurance coverage.

Serve as the point of contact between patients, healthcare providers, and administrative staff.

Communicate appointment changes, test results, or instructions to patients clearly and promptly.

Assist healthcare providers with administrative tasks such as preparing patient files, documents, and arranging follow-up services.

May collect cash and credit card payments from patients using established guidelines to determine patient pay portion and provide receipt of payment.

Provides customer service to patients by facilitating business processes including appointment scheduling, check-in and check-out, pre-arrival and telephone triage.

Work closely with other healthcare professionals to ensure seamless patient flow and high-quality care.

Other duties as assigned.

Required Qualifications

Graduation from high school or an equivalent combination of education and experience.

Desired Qualifications

Experience working in a large, complex health care setting.

Proficient in Excel and MiChart

Knowledge of University Policies & Procedures.

Proven excellence in customer service and demonstrated ability to work well under pressure

Successful candidate will exhibit professional and positive image when interacting with patients, faculty, and staff.

Ability to accurately handle multiple responsibilities in a fast-paced environment.

The ability to accurately receive and relay information over the telephone and through written documentation.

The ability to accept direction from multiple sources, prioritize tasks and remain adaptable to rapid changes in work and inventory supplies.

Knowledge of general office practices.

Proficient in Microsoft Excel and Word.

Candidate must be an active team player but also be able to work independently as needed and take direction and feedback from other staff.

Candidate must be comfortable working alone at times and be able to handle all aspects of the position once training is completed.

Ability to respond quickly and responsibly to resolve potential crises that may occur.

Strong organization, problem-solving and prioritization skills are required.

Demonstrated record of excellent attendance.

Exceptional interpersonal skills.

Ability to communicate effectively.

Demonstrated active listening, written, verbal, and information technology skills.

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Work Schedule

PES is a 24/7 unit. This is a 24hour a weekend Day position.

The regular shifts are expected to be on Saturday and Sunday, 7:00a- 7:30p. Flexibility to cover other shifts or adjust hours based on needs of PES may be required. Shifts will include some holidays.

Additional Information

Physical Requirements This position requires infrequent standing/walking

Union Affiliation

This position is covered under the collective bargaining agreement between the U-M and the Service Employees International Union (SEIU), which contains and settles all matters with respect to wages, benefits, hours, and other terms and conditions of employment.

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third-party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

In addition to the screenings indicated above under Michigan law, a criminal history check including fingerprinting is required as a condition of transfer or employment for this position.

Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.