Patient Services Senior

Job Summary

The Taubman Medical Specialties ACU Department is seeking a full-time Patient Services Senior who will be responsible for the daily functional supervision for the clerical team. We are actively seeking a compassionate, enthusiastic, and patient-oriented individual who will share in the goal of creating the ideal experience for our patients and families and employees.

Responsibilities

• Functional supervision of clerical staff.
• Monitor and assess daily workflow and workload.
• Scheduling and coordination of patient appointments, tests and consults.
• Check in/Check out duties including copay collection, reconciliation and end of day processing.
• Lead process improvement and serve as a liaison to the clerical staff concerning clerical issues.
• Oversee clerical staff including interviewing, orientation, training, and performance coaching.
• Review a variety of MiChart reports for quality, compliance, efficiency and other necessary clinical measures.
• Complete management and handling of in-basket correspondence.
• Perform other clinical duties as assigned including, but not limited to faxes, copying and scanning as needed.
• Avoid operating problems related to scheduling, registration, insurance authorization, and patient complaints regarding non-clinical aspects of care.
• Oversee 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.
• 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.
• Promote and facilitate 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.
• Provide customer service to patients by facilitating business processes including appointment scheduling, check-in and check-out, pre-arrival and telephone triage.
• 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.
• 5 or more years of customer service experience within a medical environment.
• 1 or more years of administrative supervision experience in patient access.
• Previous clerical/medical records experience in an outpatient clinical setting is necessary.
• General office practices, ability to understand medical documentation and general knowledge of medical terminology is required.
• Demonstrated excellent verbal and written skills.
• Candidate must be an active team player and be able to work independently.
• Strong organizational and prioritization skills are required along with outstanding customer service skills.
• Demonstrated record of excellent attendance.
• Exhibits professional and positive image when interacting with patients, faculty, and staff.
• Able to handle multiple responsibilities in a fast-paced environment with accuracy.
• Demonstrated ability to work well under pressure and meet deadlines.
• Demonstrated strong problem-solving skills.
• Experience working within a large, complex health care setting.
• Familiarity with UMHS electronic medical record systems.
• Knowledge of University policies and procedures.

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.

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.