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Job Summary

The Division of Pulmonology in the Department of Pediatrics is seeking a Patient Services Associate to communicate effectively and positively with our patients and/or their parents.  A positive, can-do attitude is required in this busy clinic office.


  • Answer, screen, respond and/or route incoming phone calls from patients, referring physicians, parents and others.
  • Coordinate and schedule clinic appointments and subsequent follow up care for patients utilizing MiChart.
  • Route and schedule all new patients in coordination with appropriate New Patient Referral guidelines per faculty and clinic. Initiate new orders for Pulmonary Function Testing (full and spirometry).
  • Utilize MiChart to accurately and appropriately document patient requests including urgent medical problems, prescriptions and other medical needs, and referrals. Mail appointment confirmation and information packet.
  • Efficiently navigate the electronic medical record (MiChart) to obtain information needed. Demonstrates good customer service telephone skills.
  • Communicate effectively with patients and pharmacies for emergent care, prescriptions, prior authorizations and all manner of medical needs and document in EMR.
  • Manage MiChart in-basket messages
  • Process prior authorizations, refill requests, orders and social work documents
  • Manage waitlists
  • Manage clinic schedules and patient flow
  • Run weekly EMR Reports
  • Seeks constructive approaches to resolving workplace issues.
  • Demonstrates excellent customer service skills for both internal and external customers.
  • Demonstrate ability to complete multiple tasks independently.
  • Ability to work independently and as a team player in an ever-changing and potentially stressful environment.
  • Responds positively to change, showing willingness to learn new ways to accomplish works.
  • Adhere to high standards of teamwork by demonstrating adaptability, flexibility, and consistently sharing information and resources with others.
  • Assist nursing staff with responding to patient management issues; including returning patient telephone calls, obtaining laboratory and test results, scheduling tests and other similar tasks as requested.
  • Perform other related duties as assigned.

Required Qualifications*

  • High school diploma or GED
  • Two to three years of highly responsible secretarial/administrative experience, including at least one year in a hospital or clinical setting.
  • Excellent interpersonal and organization skills.
  • Experience with a multi-line phone.
  • Excellent attendance record
  • Good Communication skills

Desired Qualifications*

  • Working knowledge of MiChart. Knowledge of medical terminology
  • Ability to manage multiple responsibilities in a busy clinical setting, possessing strong problem solving skills and attention to detail
  • Must have strong organizational and time management skills as well as ability to prioritize in order to manage daily responsibilities in highly specialized department

Work Schedule

Monday - Friday, 8 a.m. - 5 p.m.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.