Patient Services Associate

Job Title

To provide support and coordination of divisional patient care services

Job Description

To provide support and coordination of divisional patient care services

Responsibilities*

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.

Review and track electronic orders for future date patient schedules.

Work with QA/QC staff to resolve scheduling conflicts due to patient safety and or order accuracy.

Operate one or more Cisco Finesse scheduling skills through the entirety of the shift.

Triage phone calls appropriately if unable to directly assist.

Specialized scheduling that is not done at the call center level, i.e., hernia, bilateral, General Anesthesia, etc.

Maintain and observe patient scheduling to ensure accurate placement by offsite schedulers.

Maintain responsibility for MiChart grids.

Utilize paging system to contact appropriate staff as required.

Prepare patient itinerary and all other appropriate correspondence as needed.

Demonstrate ability to complete multiple tasks independently.

Identify and track reoccurring operational problems and participate in resolution.

Assist with training of new staff and float staff which will require remote workers to periodically come on site.

Required Qualifications*

High School diploma or equivalent

1 year of experience in direct customer service setting involving face to face or over the phone patient/customer interaction.

Adhere to high standards of teamwork by demonstrating adaptability, dependability, flexibility, and consistently sharing information and resources with others.

Demonstrate ability to work independently in an ever-changing and potentially stressful environment.

Demonstrate strong organizational skills.

Demonstrate dependability, professionalism, ability to accept direction and shows attention to detail.

Demonstrate strong written communication skills displaying ability to spell correctly and shows use of proper grammar.

Demonstrate strong interpersonal and oral communication skills including active listening

Excellent attendance record.

Knowledge of basic medical terminology.

Desired Qualifications*

Working knowledge of MiChart (Cadence, EpicCare, and Radiant)

Familiarity with medical terminology.

Experience in a health care environment.

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

Monday - Friday, 8:30am - 5:00pm

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 any time 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.