Patient Services Senior

Job Summary

To provide support and coordination of divisional patient care services.

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.
• 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.
• Provide 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.
• Monitor waiting area activity and assure a clean, organized, and safe environment.
• Promote personal comfort and convenience of patients and families by routinely checking their needs.
• Provide information regarding hospitals and community services as needed.
• Accurately record any phone messages and assure they are forwarded appropriately.
• Utilize paging system to contact appropriate staff as required.
• Prepare patient itinerary, consents, and all other appropriate correspondence.
• Identify and track reoccurring operational problems and participate in resolution.
• Assist in training of permanent and float staff.
• Participate in creating efficient patient flow coordinating with nursing/medical assistant staff and faculty.
• Communicate with referral coordinator staff to ensure patient waivers are distributed as needed.
• Specialized scheduling that is not done at the call center, i.e., PET PSMA, DAT Brain Perfusions, General Anesthesia, etc.
• Oversee assigned MiChart In-Basket
• Cross train to fully cover all general Nuclear Medicine duties
• Provide support, education, and guidance to a patient throughout their continuum of care.
• Provides interpretation and instruction for policies, procedures, and practices.
• Identify and recommend appropriate resources.
• Attend weekly lead meetings and relay necessary information to staff
• Maintain clerical schedule, providing seamless scheduling coverage
• Responsible for oversight of day-to-day operations for clerical team
• Actively address internal concerns, or seek assistance from supervisor for issues out of reach
• Active participation with leadership team by attending key meetings to ensure effective clinical operations
• Review grids for scheduling errors, open spaces, and mistakes in scheduling blocks
• Relay staff issues, including documentation, to supervisors/manager (including concerns, disciplinary issues, questions, etc)
• Serve as role model for the clerical staff and provide leadership to the team
• Responsible for supply ordering of clerical operation
• Maintain equipment in work area
• Perform special projects at supervisor's/manager's request
• Assist in developing work processes and procedural improvements (update clerical procedure manual)
• Provides in services training and onboarding for new clerical staff
• Process and compile patient paperwork for exams and clinical staff
• Answer incoming phone calls and triage to appropriate location

Required Qualifications*

• High School diploma or equivalent combination of education and experience.
• 5 years of experience
• Adhere to high standards of teamwork by demonstrating adaptability, dependability, flexibility, and consistently sharing information and resources with others.
• Demonstrate ability to work independently in an ever-changing and potentially stressful environment.
• Demonstrate strong organizational skills.
• Demonstrate dependability, professionalism, ability to accept direction and shows attention to detail.
• Demonstrate strong written communication skills displaying ability to spell correctly and shows use of proper grammar.
• Demonstrate strong interpersonal and oral communication skills including active listening
• Excellent attendance record.
• Knowledge of basic medical terminology.

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
• Working knowledge of MiChart (Cadence, EpicCare, and Radiant)
• Familiarity with medical terminology.
• Experience in a health care environment.

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.

Work Schedule

Monday - Friday 7:30am - 4pm (when remote)
Rotating
Monday - Friday 6:30am - 3pm (when onsite)

Work Locations

University Hospital
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

The University of Michigan 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.