Patient Services Associate

Patient Services Associate

To provide support and coordination of divisional patient care services.

Responsibilities include:

• Receive and assist patients, visitors, and staff in a high-volume clinic.
• Check in patients for appointments and procedures.
• Monitor waiting area activity and assure a clean, organized, and safe environment.
• Promote personal comfort and convenience of patients and families.
• Participate in creating efficient patient flow coordinating with nursing/medical assistant staff and faculty.
• Assist patients and visitors with questions on the phone or in person.
• Assist call center, referring clinics, and staff with telephone inquiries.
• Triage phone calls appropriately if unable to directly assist.
• Collect payments, co-pays and past due balances.
• Reconcile clinic cash collections and credit card transactions daily.
• Work with QA/QC staff to resolve scheduling conflicts.
• Accurately schedule and reschedule exams for patients.
• Provide information regarding hospitals and community services.
• Process and compile patient paperwork for exams and clinical staff.
• Record any phone messages and assure they are forwarded appropriately.
• Utilize paging system to contact appropriate staff.
• 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.
• Manage pre-arrival functions to assure all necessary information has been obtained.
• Communicate with referral coordinator staff to ensure patient waivers are distributed.
• Oversee assigned outpatient and inpatient MiChart work queues and dispatch staff.
• Accurately and efficiently schedule patient appointments.

Required Qualifications:

• High School diploma or equivalent.
• 2-3 years of customer service experience.
• Ability to follow Radiology Gold Standard Customer Service guidelines.
• Ability to adhere to high standards of teamwork.
• Ability to work independently in an ever-changing and potentially stressful environment.
• Ability to spell correctly and use proper grammar.
• Good oral and written communication skills.
• Strong organizational skills.
• Excellent attendance record.
• Required to have knowledge of and adhere to University and Departmental policies and procedures.

Desired Qualifications:

• Working knowledge of MiChart (Cadence, OpTime, and EpicCare) is preferred.
• Familiarity with SharePoint, and Microsoft Office 365 including Microsoft Outlook and Teams is preferred.
• Familiarity with medical terminology is preferred.
• Experience in a health care environment.

Work Schedule: Monday-Friday, 1:00pm-9:00pm

Work Locations: Pavilion

Union Affiliation: This position is covered under the collective bargaining agreement between the U-M and the Service Employees International Union (SEIU).

Background Screening: Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer.

Application Deadline: Job openings are posted for a minimum of seven calendar days.

U-M EEO Statement: The University of Michigan is an equal employment opportunity employer.

Job Opening ID: 267830