Patient Services Intermediate

Job Summary

Provides an intermediate level of customer service and clerical support to patients and referring providers within either inpatient or outpatient settings. Assist in scheduling of testing contact center services (EKG, Echo, and DVU).

Responsibilities

• 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.
• Provide customer service to patients by facilitating business processes including appointment scheduling, check-in and check-out, pre-arrival and telephone triage.
• Coordinate testing contact center services with physicians and medical staff.
• Perform telephone triage and distribute tasks according to standards.
• Confirm, notify, and remind patients of appointments or changes.
• Inform patients of required preparation for visits/tests.
• Maintain and access patient records across multiple systems (MUSE, MiChart/EPIC, etc.).
• Manage work queues and schedule for testing contact center services.
• Testing services include Holter monitors, event monitors, EKG, stress test, etc.
• Order departmental and breakroom supplies.
• Work closely with other healthcare professionals to ensure seamless patient flow and high-quality care.

Supervision Received

Direct supervision is received from the EKG Department Supervisor.

Physical Requirements

This position requires infrequent standing/walking.

Required Qualifications

• Graduation from high school or an equivalent combination of education and experience.
• Minimum 3 years of experience.

Desired Qualifications

• 3 or more years of customer service experience within a medical environment.
• Knowledge of University of Michigan policies and procedures.
• Experience with MiChart and Cadence scheduling.
• Experience in a large healthcare setting.
• Medical scheduling experience.
• Familiarity with medical terminology.
• Strong communication, organizational, and customer service skills.
• Ability to multitask and work both independently and in a team.
• Strong computer skills.
• Understands and demonstrates the core concepts of Patient and Family Centered Care (PFCC), including: Respect and Dignity, Information Sharing, Participation, and Collaboration.

Work Schedule

40 hours per week, Monday-Friday, between 8:00 AM and 5:00 PM.