Patient Services Associate

About the role

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.

Responsibilities

• Greet PES patients and their guests.
• Arrives and registers patients; updates patient documentation in MiChart.
• Identifies patient financial liability; obtains proper insurance address and documentation to ensure correct charges.
• Reviews and manages work queues.
• Notifies staff in clinical room of patient arrival and phone calls.
• Fax/scan necessary paperwork as well as distribute incoming faxes to clinical staff immediately.
• Triage calls for very busy multi-line suicide hot line.
• Manage inventory for brochures, office and kitchen supplies on regular basis, receive and restock supplies and brochures.
• Update staffing board and call in additional staff as requested.
• May need to assist clinical team to quickly run errands to the medical emergency room and/or blood labs to deliver patient samples.
• Tests out clerical team procedures, works with administrative manager to investigate problems with clinical operations and implement solutions.
• Submit work orders and manage status of them.
• Aids in clinical reporting, data entry and analytics.
• 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.
• Aid 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.
• Other duties as assigned.

Required Qualifications

• Graduation from high school or an equivalent combination of education and experience.
• Experience working in a large, complex health care setting.
• Proficient in Excel and MiChart.
• Knowledge of University Policies & Procedures.
• Proven excellence in customer service and demonstrated ability to work well under pressure.
• Successful candidate will exhibit professional and positive image when interacting with patients, faculty, and staff.
• The ability to accurately handle multiple responsibilities in a fast-paced environment.
• The ability to accurately receive and relay information over the telephone and through written documentation.
• The ability to accept direction from multiple sources, prioritize tasks and remain adaptable to rapid changes in work and inventory supplies.
• Knowledge of general office practices.
• Proficient in Microsoft Excel and Word.
• Candidate must be an active team player but also be able to work independently as needed and take direction and feedback from other staff.
• Candidate must be comfortable working alone at times and be able to handle all aspects of the position once training is completed.
• The ability to respond quickly and responsibly to resolve potential crises that may occur.
• Strong organization, problem-solving and prioritization skills are required.
• Demonstrated record of excellent attendance.
• Exceptional interpersonal skills.
• The ability to communicate effectively.
• Demonstrated active listening, written, verbal, and information technology skills.