Patient Services Associate

Job Title

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.
• Operate one or more Cisco Finesse scheduling skills through the entirety of the shift.
• Process and compile patient paperwork for exams and clinical staff.
• Accurately record any phone messages and assure they are forwarded appropriately.
• Accurately and efficiently schedule patient appointments utilizing Cadence and coordinating with referring clinic as needed.
• Maintain and observe patient scheduling to ensure accurate placement by offsite schedulers.
• Maintain responsibility for MiChart grids.
• Call patients to remind them of upcoming appointments.
• Utilize paging system to contact appropriate staff as required.
• Prepare patient itinerary and all other appropriate correspondence.
• Demonstrate ability to complete multiple tasks independently.
• Identify and track reoccurring operational problems and participate in resolution.
• Management of pre-arrival functions to ensure all necessary information has been obtained for clinic visits.
• Participate in creating efficient patient flow coordinating with nursing/medical assistant staff and faculty.
• Review and track electronic protocols for future date patient schedules.
• Work with QA/QC staff to resolve scheduling conflicts due to patient safety and scanner compatibility.
• Communicate with referral coordinator staff to ensure patient waivers are distributed as needed.
• Assist call center, referring clinics, and patients with telephone inquiries. Triage phone calls appropriately if unable to directly assist.
• Specialized scheduling that is not done at the call center, i.e., Pacemaker, Functional MRI, General Anesthesia, etc.
• Oversee assigned MiChart In-Basket.
• New employee training is held onsite.
• Training of new staff and float staff will require remote workers to periodically come on site.

Required Qualifications*

• High School diploma or equivalent.
• 1 year experience in direct customer service setting involving face to face or over the phone patient/customer interaction.
• Follow Radiology Gold Standard Customer Service guidelines consistently.
• Adhere to high standards of teamwork by demonstrating adaptability, flexibility, and consistently sharing information and resources with others.
• Ability to work independently in an ever-changing and potentially stressful environment.
• 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
• Demonstrate strong organizational skills.
• Excellent attendance record.

Desired Qualifications*

• Working knowledge of MiChart (Cadence and EpicCare) is preferred.
• Familiarity with SharePoint, and Microsoft Office 365 including Outlook and Teams is preferred.
• Familiarity with medical terminology is preferred.
• 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

Work Locations

University Hospital and Remote

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 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.