Patient Services Senior

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Job Summary

Michigan Medicine Operating Room (OR) and Post Anesthesia Care Unit (PACU) employees are committed to contributing to an exceptional experience for each patient and family. Ensuring a patient and family centered experience is a priority in the care of our patients. The individual chosen for this position will be responsible for meeting the highest standards of customer service, including exhibiting a professional and positive image when interacting with patients, faculty and staff. Will provide a complex level of customer service and clerical support to patients within either inpatient or outpatient settings. Give direction to others for daily operational workflow management, schedule coordination, and staffing

coverage and contributes to the development of operational workflows, procedures, etc.

Responsibilities*

• Responsible for the coordination of daily functional supervision for the clerical team
• Provides oversight, direction, and support in the absence of supervisory presence
• Provides interpretation and instruction for policies, procedures and practices
• Maintains work schedules, reviews timesheets for accuracy and assists with performance evaluations for other clerical team members
• Provides on-call coverage for our 24/7-hour operation
• Participates with leadership team to ensure effective operations
• Promotes and facilitates positive communication with the entire health care team
• Modify monthly work schedule based on requests for time off, to facilitate training, etc.
• Act as the site subject matter expert for workflow/processes, attending meetings and following up on concerns
• Create, maintain, and ensure site-specific work instructions, tip sheets, checklists, etc. are accurate, complete, and current
• Staffing 70% and other duties 30% of time
• Downtime expert. Work with the Perioperative Informatics team to ensure MiChart downtime has been completed
• Carry a pager and respond to texts/pages within 10-15 minutes
• Volunteer onboarding and scheduling
• Assist with or lead team meetings, huddles and other administrative needs as appropriate

Required Qualifications*

• Graduation from high school or an equivalent combination of education and experience
• Minimum 5 years of experience

Desired Qualifications*

• 5 or more years of customer service experience within a medical environment

• 1 or more years of administrative supervision experience in patient access

• Experience and proficiency at all OR & PACU desks for CVC, UH and PAV.

• Excellent written and verbal communication skills, ability to lead others, project management skills and experience

• 2+ years of experience coordinating volunteer onboarding and scheduling

• Bachelors degree or an equivalent combination of education and experience, demonstrated excellent customer service skills and ability to work well with peers

• Experience working within a large, complex health care setting

• Demonstrated ability to lead a team or project

• Positive training outcomes with multiple trainees

• 5+ years of MiChart experience

• Successful completion of a class for professional growth, such as Service Excellence

Work Schedule

This position will work on a rotating schedule of days, afternoons, and evening shifts to ensure support across all shifts.

Additional Information

This position requires frequent walking and standing.

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.