The PACU Clerk is largely a "behind the scenes" role, providing clerical support to facilitate efficient patient flow and enable medical personnel to maximize time spent with patients. Some of the specific duties include: reviewing and coordinating PACU bay, bed and stretcher needs, working with outside groups to ensure adequate equipment, bed assignments, supplies, etc. are available as needed, facilitating x-rays, EKGs, meal ordering, and assisting staff and guests with PACU-related questions.
The overarching role of our team is to execute clerical tasks enabling medical providers to maximize time with the patient. In each of the clerical roles our team is expected to:
- Warmly meet and greet all patients and families while demonstrating service excellence during these important interactions on the patients' day of surgery.
- Exhibit courtesy, exemplary customer service, and professionalism at all times when interacting in person or fielding and routing phone calls and other communications for patients, families, faculty, staff, etc.
- Act as a patient and family advocate, contacting clinicians and others as appropriate to improve the experience. Provide way-finding resources (security, social work, maps), and comfort to family members and other guests.
- Use multiple software programs and other resources to confirm that patients flow through the system in a timely well- documented manner.
- Provide clerical support when needed; particpate in other duties or projects as assigned.
- Identify process improvement opportunities, implement improvements and/or work with teams to implement larger initiatives. Develop Lean competencies and actively participate in Lean work processes, team huddles and continuous process improvements.
- Communicate, trouble shoot, and escalate concerns and issues.
- Understand and develop competencies related to compliant resoultion and service recovery.
- Adhere to high standards of teamwork by demonstrating adaptability, flexibility, courtesy, and respect; consistently share information and resources wth others.
- Assist management in the training of new team members and volunteers (including providing timely feedback ) and assist in the maintenance of accurate, up to date training documentation and checklists.
- Work as a team member to ensure consistency and efficiency.
- Appropriately utilize computers and other University of Michigan and UMHS resources.
- Cultivate an atmosphere of respect, courtesy, and teamwork in speech, manner, and tone.
- High school diploma or GED
- Previous successful clerical/customer service experience utilizing multiple phone lines, various computer systems, interacting with customers and team members
- Excellent verbal and written communication, organizational, analytical, investigative, and problem solving skills
- Demonstrated ability to communicate and collaborate effectively with team members
- Ability to excel with minimal supervision
- Strong attention to detail
- Medical work experience, specifically hospital and surgical environments
- Experience with Epic/MiChart, Teletracking and Centricity.
- Familiar with UMHS policies and procedures.
- Bachelor’s Degree or comparable combination of experience and education.
This position is Monday – Friday, 2:45pm – 9:15pm. Training for this position may involve up to a month on the day shift (5:45pm – 2:15pm) prior to moving to the evening shift.
There will be meetings, trainings, etc. that are outside of this work schedule. They are infrequent, will be announced in advance and attendance is mandatory. Though not required, overtime will likely be available to the successful candidate once fully trained.
Michigan Medicine 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.
The University of Michigan Health System improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.
Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.