Patient Services Associate

Job Summary

We, the staff and faculty of the Frankel Cardiovascular Center (FCVC) team, are committed to advancing medicine and serving humanity through living and teaching our core values of Respect, and Compassion; Collaboration; Innovation; and Commitment to Excellence.

Each FCVC employee is expected to understand and demonstrate that in every interaction we represent our entire organization in the care we provide and in the courtesies we extend to patients, families and each respective team member. The FCVC is dedicated to partnering with patients and families to deliver the safest and highest quality of health care.

Excellent service is an expected and integral part of the FCVC culture. To be considered for this position, a cover letter is required and should be attached as the first page with your resume. The cover letter should address each of the following points in about 50 words or less:

1. Describe your background and qualifications and why you believe you would be a good fit for this position at the FCVC.
2. Outline your service excellence skills and experiences which would be applicable to this position.
3. In your most recent position, how was service excellence emphasized.
4. Describe a situation in which a customer or colleague was upset and the steps you took to resolve the issue to a reasonable conclusion.

Why work for the Cardiovascular Center?

From outpatient visits and tests to surgery and recovery, the Cardiovascular Center serves as a central location for coordinated, top-quality cardiovascular care from our highly skilled medical and surgical teams. Together with inpatient units in University Hospital, outpatient clinics located throughout the local area, and specialized care for children with congenital heart defects at C.S. Mott Children's Hospital, the building makes U-M's nationally recognized cardiovascular care convenient and accessible to all.

The Frankel Cardiovascular Center is designed to create a calm and healing environment for patients and visitors. Indoor and outdoor healing gardens, rooms for quiet reflection, a patient education center, valet parking, a heart-healthy cafe and art-filled halls are just some of the features geared toward patients and families.

What perks and benefits can you look forward to?

• Excellent medical, dental and vision coverage.
• Generous Paid Time Off (PTO) and Paid Holidays.
• Management that provides quality training and direction.

Responsibilities*

• Provide excellent customer service and support to the Cardiovascular Center Clinic and Call Center patients, families, providers and team members.
• Receive/assist patients and families,
• Process check in/out paperwork,
• Collect co-pays, answer telephone calls, schedule appointments, provide billing information and collect payments.
• Candidate should expect cross training on all office duties and be able to assume different roles as needed.
• Maintain accurate patient records and documentation, ensuring compliance with confidentiality and privacy regulations (HIPAA)

Required Qualifications*

• High school diploma/GED or an equivalent combination of education and experience.

Desired Qualifications*

• 1 year of customer service experience
• Demonstrated customer service excellence.
• Welcoming and approachable demeanor with a consistently positive and professional attitude.
• Ability to work well independently as well as collaboratively within a team setting.
• Strong organizational, problem-solving, and prioritization skills.
• Ability to multi-task and work in a high-volume area.
• Demonstrated active listening, verbal, written and information technology communication skills.
• Must be very comfortable working with computers and have a general knowledge of office practices.
• Demonstrated excellent attendance and reliability.
• Requires flexibility in all aspects of work assignments
• Experience working within a large, complex, outpatient healthcare setting.
• Knowledge of check-in, check-out practices, and outpatient scheduling.
• Familiarity with Michigan Medicine electronic medical records systems.
• Previous experience working with clinical staff (nurses, mid-level providers, and physicians).
• Working knowledge of cardiology/vascular/surgical terms, testing and procedures.
• Knowledge of basic medical terminology.

Why Join Michigan Medicine?

Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world’s most distinguished academic health systems. In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.

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.

Work Schedule

This full-time position will be Monday - Friday.

Work Locations

CVC - Ann Arbor

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.

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.