Patient Services Senior

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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

Provide responsible clerical operational support for front desk operations while providing leadership, guidance, and support in an adult and pediatric ambulatory care setting in the Michigan Medicine Saline Health Center. Lead staff and participate in a rotation of all jobs including check-in, check-out, and cash reconciliation. Jobs include direct public contact, detailed complex patient scheduling via the Cadence scheduling system, coordination and scheduling of outside referrals and diagnostic testing, cash collection via Cadence/EPIC. The position includes the responsibility of verifying accurate insurance, guarantor, primary care and referring physician information. Individuals are responsible for verification and updating accurate patient demographic information. All verification and updating duties must be performed real time, during the patient?s visit. Individuals must maintain an excellent rapport in person or via the telephone with patients, faculty, and staff, within a team setting. Ensure consistent communication, collaboration, and operational support across Saline Health Center.

Supervision Received

Direct supervision is received from the Ambulatory Care Administrative manager. Staff members in this classification are expected to work independently and regularly exercise judgement in setting priorities, resolving operational problems, and the application of policies and procedures, and methods while always maintaining the strictest of confidentiality.

This description is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression of illustration describing duties shall not be held to exclude other duties not mentioned that are of a similar level of difficulty.

Responsibilities*

• Responsible for the coordination of daily functional supervision for a clerical team, providing interpretation and instruction for policies, procedures and practices.

• May maintain work schedules, reviews timesheets for accuracy and assists with performance evaluations for other clerical team members.

• May provides in service training and onboarding for new clerical staff.

• Participates with leadership team to ensure effective clinical operation and process improvement initiatives.

• Provide patient support, guidance, and education, identifying and recommending appropriate resources and barriers to care throughout their continuum of care.

• Promotes and facilitates positive communication with the entire health care team.

• 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.

• Provides customer service to patients by facilitating business processes including appointment scheduling, check-in and check-out, pre-arrival and telephone triage.

• 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, determine patient pay portion and provide receipt of payment.

• Work closely with other healthcare professionals to ensure seamless patient flow and high-quality care.

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
• Strong medical terminology.
• Independent/self-directed work style.
• Ability to multi-task and work in a fast paced environment.
• Solid attendance record.
• Proficient with computers and ability to learn new programs.
• Demonstrated customer service and communication skills.
• Ability to perform at a high level within a team setting.
• Clear understanding of Michigan Medicine and UMMG policies and procedures.

PHYSICAL REQUIREMENTS

This position requires infrequent standing/walking.

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.

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.