Patient Services Associate

About the Role

The Emergency Department is committed to the provision of high quality health care services for adults and children. We are actively seeking compassionate, enthusiastic, and patient-oriented individuals to join our clerical team and share our goal of creating the ideal experience for our patients, families and staff. The Emergency Department Patient Services Associate (EDPSA) is an essential member of the Emergency Department team, delivering clinical and operational support to achieve the highest levels of patient, staff, and faculty satisfaction for Michigan Medicine Emergency Department (ED) including Adult Emergency Services and the Emergency Critical Care Center.

Responsibilities

• First point of contact for patients, families, and visitors to the ED, setting the tone of quality customer service for the duration of the guests' experience.
• Create new visit record in MiChart for each patient upon arrival to ED, performing detailed search to ensure error free process.
• Coordinate and expedite patient transfer to inpatient unit by utilization of MiChart and paging in collaboration with ABCC, nursing (inpatient/ED), and transport services.
• Facilitate process for patient transfer from outside hospitals to the ED, manage calls from referring physicians, create visit and transfer note, connect the referring physician to the Unified Transfer Center (UTC).
• Facilitate process for patient transfer from ED to OSH, receive bed assignment, facilitate nursing handoff, arrange for ambulance transport, ensure necessary consent forms are signed and provided to ambulance team transporting the patient to OSH.
• Initiate and track critical team activations per protocol.
• Provide complex call center function by screening, routing, and/or responding to all inbound ED calls.
• Execute the retrieval and electronic input of all necessary patient records from external facilities ensuring continuity of care for ED patients.
• Monitor nurse call system responding to patient requests for assistance and activating patient care team as needed.
• Ensure effective team communication, internal and external by communication device distribution, attending pager assignments and nursing SANS assignments.
• Receive notification of critical lab results from pathology, identify relevant patient in MiChart and notify the responsible nurse.
• As Unit Host, collaborate with Guest Services Specialist and clinical team to manage visitor flow. Ensure effective flow of information to patients and families/visitors by promptly addressing or relaying questions or concerns to appropriate members of the care team.
• Serve as resource to nursing regarding Patient Food & Nutrition Services. Order all patient and guest meal trays, ensuring accurate, timely delivery.
• Image pertinent medical documents into MiChart.
• Utilize various online systems to order supplies and equipment for all ED treatment areas through collaboration and communication with various support services and the ED clinical team.

Required Qualifications

• Graduation from high school or an equivalent combination of education and experience.
• Physical requirements: This position requires infrequent standing/walking.

Desired Qualifications

• Associate degree in business or Health Care Admin or related field.
• Knowledge of basic medical terminology.
• Experience working within a large, complex health care setting.
• Experience working with electronic health records.
• Basic computer and data entry skills.
• Excellent organizational skills and the ability to multitask and appropriately prioritize responsibilities in a fast paced, stressful environment.
• Demonstrated excellence in customer service skills.
• Excellent attendance and punctuality.
• Ability to manage stress effectively.
• Versatile team player capable of handling a variety of complex assignments.
• Ability to take directions and communicate with colleagues, patients, and visitors courteously and respectfully at all times.
• Skillfully change direction when faced with new information.
• Maintain confidentiality in all matters.
• Two years' experience in a customer service-oriented position.

Benefits

• Excellent medical, dental and vision coverage effective on your very first day.
• 2:1 Match on retirement savings.

Schedule

• This is a 36 hour per week Days position.
• The Emergency Department is a 24/7 unit including weekends and holidays.
• Employment requires set every other weekend rotation and a three-holiday commitment annually.

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.