Patient Services Associate

Job Summary Provide clinic operational support to a complex multiple physicians, practice in an adult ambulatory care setting to the Surgery and Urology 2nd floor Taubman Center Clinics. Participate in a rotation of all jobs including check-in, check-out for Surgery and Urology, cash collection, and cash reconciliation. In addition to Surgery and Urology, the employee will be cross trained in the clerical duties of the Orthopedic Surgery. Jobs include direct public contact, detailed complex patient scheduling via the Cadence scheduling system, coordination and scheduling of outside referrals and diagnostic testing, cash collection via Cadence/EPIC. The position includes the responsibility of verifying accurate insurance, guarantor, primary care and referring physician information. This Individual is responsible for verification and updating accurate patient demographic information. All verification and updating duties must be performed real time, during the patient visit either directly by the Patient Services Associate or via assistance from the Registration Department. This individual must maintain an excellent rapport in person or via the telephone with patients, faculty, and staff, within a team setting. What You'll Do 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. Schedule new and return patient visits determining appropriate clinic provider based on specified standards. Schedule clinic visits, diagnostic services and ambulatory procedures for patients. Collect cash and credit card payments from patients using established guidelines and provide receipt of payment. Determine the existence of previous registration and obtain, verify and update insurance, financial and demographic information with the patient. Reconcile clinic cash collections daily according to specified clinic standards. Perform telephone triage and distribute for action, document according to specified clinic standards. Confirm, notify and remind patients of appointment and/or changes. Inform patients of necessary preparations prior to visit or test in accordance with established guidelines. Complete in basket messages for specific departments according to the rules and regulations put in place for that department. Scanning of important medical documents into patient's chart. Sending necessary paperwork to HIM when needed. Scanning of discs mailed or hand delivered to clinic into Lifeimage. Preparing clinic for the following day by adding vital information into the appointment notes for all clinic staff. Running recall reports, preparing and sending recall letters to patients who are due for clinic appointments. Calling and rescheduling patients due to provider clinic closures. Assigning and giving out tablets to patients in order to complete their questionnaires prior to clinic appointment. Required Qualifications* Graduation from high school or an equivalent combination of education and experience. Desired Qualifications* 1 year of customer service experience. Knowledge of PCs and desktop software with accurate typing speed of 40 wpm. Basic medical terminology competency is preferred. Demonstrates friendly, warm, articulate telephone manner with a clear, well-modulated speaking voice. Demonstrates excellence in customer service delivery. Demonstrates record of excellent attendance. Strong interpersonal, communication, and leadership skills are necessary. Ability to manage stress effectively. Able to handle multiple responsibilities in a very busy setting. Ability to exhibit professional and positive image when interacting with patients, faculty, and staff. What Benefits can you Look Forward to? Excellent medical, dental and vision coverage effective on your very first day. 2:1 Match on retirement savings. 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. 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. U-M EEO Statement The University of Michigan is an equal employment opportunity employer. #J-18808-Ljbffr