Patient Services Associate

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Mission Statement

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Job Summary

The Transplant Clinic ACU is a multidisciplinary ambulatory care unit dedicated to providing high-quality, patient-centered care to solid organ transplant patients across the continuum of care. The clinic supports patients undergoing evaluation, transplant, and long-term post-transplant management while partnering closely with multidisciplinary specialty teams to optimize patient outcomes and patient experience.

The Transplant Clinic ACU supports multiple transplant programs including kidney, liver, lung, heart, and living donor services and works collaboratively with providers, nursing, allied health professionals, and operational teams in a fast-paced and highly specialized environment. The clinic is committed to operational excellence, teamwork, compassionate care, and continuous process improvement while supporting the complex needs of transplant patients and families.

We are seeking a compassionate, organized, and customer service-oriented individual to join the Adult Transplant Clinic ACU front desk team located at the Taubman Health Center. This position serves as a key point of contact for patients, families, providers, and staff while supporting daily clinic operations through patient registration, scheduling, referral management, clerical support, billing support, and administrative coordination.

This position is fully onsite at the Taubman Health Center Adult Transplant Clinic ACU.

Responsibilities*

Provides administrative, clerical, and customer service support for the Adult Transplant Clinic ACU while ensuring a professional, welcoming, and patient-centered experience for patients and families.

Front Desk and Patient Registration:

• Greets and checks in patients and visitors in a professional and courteous manner.

• Performs patient registration, demographic verification, insurance verification, and appointment arrival workflows within MiChart.

• Assists patients with appointment questions, clinic directions, and general clinic information.

• Maintains patient confidentiality and ensures compliance with departmental and institutional policies.

• Manages incoming phone calls, messages, and patient inquiries, routing information appropriately to clinical or operational teams.

• Supports patient check-out workflows including scheduling follow-up appointments and providing visit-related documentation.

Scheduling and Referral Management:

• Coordinates patient scheduling activities including return visits, diagnostic testing, procedures, post op visits, and outreach clinic scheduling.

• Manages referral work queues and assists with obtaining and processing outside records, authorizations, and supporting documentation as needed.

• Collaborates with providers, nursing staff, financial teams, and external offices to facilitate timely patient access and coordination of care.

• Assists with maintaining provider schedules and template utilization within established workflows and guidelines.

• Supports transplant-specific scheduling workflows and coordination across multidisciplinary teams.

Administrative and Clerical Support:

• Performs general clerical and administrative duties including scanning, faxing, filing, document management, mail distribution, and data entry.

• Assists with billing-related workflows, insurance documentation, prior authorization support, and charge capture processes within scope of role responsibilities.

• Maintains and monitors departmental work queues, inboxes, and operational tasks to support clinic efficiency and patient flow.

• Assists with maintaining office supplies, forms, and front desk operational readiness.

• Supports departmental projects, reporting tasks, and operational initiatives as assigned.

Customer Service and Team Collaboration:

• Provides exceptional customer service to patients, families, faculty, staff, and external partners.

• Demonstrates professionalism, teamwork, and effective communication in a fast-paced ambulatory care environment.

• Contributes to a safe, respectful, and supportive environment by following established departmental and institutional policies and procedures.

• Participates in departmental meetings, training, and process improvement initiatives as assigned.

Required Qualifications*

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

• Excellent customer service, communication, and organizational skills.

• Ability to manage multiple priorities in a fast-paced clinical environment.

• Demonstrated attention to detail and ability to maintain confidentiality.

• Basic computer proficiency and ability to learn electronic medical record systems and scheduling applications.

Desired Qualifications*

• 1 year of customer service experience

• Previous healthcare, ambulatory care, or medical office experience preferred.

• Experience with patient registration, scheduling, insurance verification, referral management, or billing workflows preferred.

• Familiarity with MiChart/Epic preferred.

• Experience working in a multidisciplinary specialty clinic environment preferred.

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.

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.

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.