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Job Summary

Brighton Center for Specialty Care

The Brighton Center for Specialty Care is the newest University of Michigan Ambulatory Care facility dedicated to providing high quality health care services for adults and children. The brand new 2-story facility is located at 7500 Challis in Brighton, MI. We are actively seeking compassionate, enthusiastic, and patient-focused individuals who will share in the goal of crafting the ideal experience for our patients, families and employees.

Why join the Michigan Medicine Medical Team?

As a Patient Service Assistant Lead with Michigan Medicine, you will use a variety of clerical, computer and interpersonal skills. We’ll work with you to master our electronic medical record (MiChart) and scheduling systems (Cadence). You will supervise the activities and day to day operations of your Check In/Check Out staff: coordinating their workflow and activities to achieve expected volume and quality of work. We will ask you to provide guidance and leadership to your team by acting as the “go to” person for questions and assistance, along with fostering positive communication and culture among all staff.

What perks and benefits can you look forward to?

  • Excellent medical, dental and vision coverage
  • 2:1 Match on retirement savings.
  • Generous PTO program.
  • 75% Tuition Reimbursement.
  • Tremendous team support.
  • Advancement opportunities.

Responsibilities*

What additional skills would you master?

  • You will provide Check In/Out services; scheduling new and return patient visits, request and process all patient payments both copays and outstanding balances, reconciling and balancing receipts and payments collected, arrival and registration of patients, assigned administrative daily work, appointment confirmation phone calls to patients, and mail out appropriate information.
  • Coordinating Check In/Out activities, which includes setting priorities for the patient flow, daily administrative assigned tasks and downtime related work i.e. Reschedule Report, Waitlist, scheduling requests via MiChart In-Basket messages, New Patient Calls will be a part of your daily routine.
  • You will assign, monitor and review progress and accuracy of work, direct efforts and provide guidance on more complex issues.
  • You will assist in hiring and training of new employees and actively provide on-the-job and ongoing training to team members.
  • We will have you maintain individual staff metrics related to production volumes and quality assurance such as Co-Pay collection; organize and share trend reports associated with this data. Also, meet with your staff individually to provide feedback/coaching around statistical metrics and customer service.
  • Implement and maintain processes and workflows related to Check In/Out practices, i.e. scheduling guidelines/nuances, administrative daily duties, downtime work and follow-up.
  • You will work with the Call Center Lead & Clinic Lead to assist with developing and maintaining of the clerical training materials.
  • Works closely with the Medical Assistant Lead to anticipate/proactively problem solve issues with patient flow.
  • Identify and track reoccurring operational problems, then provide resolutions and enact change.
  • You will serve as a liaison among patients, public, payers, referring physicians, other health care providers, and all other internal and external customers.
  • Other duties as assigned.

Required Qualifications*

What minimum qualifications are required?

  • High School Diploma or GED and 5+ years of experience in a medical/health or a call center services setting; or equivalent administrative experience is necessary.
  • Excellent communication skills and the capability to work in a team environment.
  • Ability to effectively mentor and lead staff.
  • 5+ years of experience
  • Demonstrate flexible and creative problem solving skills.
  • Experience facilitating and coordinating a patient’s continuum of care, as well as, identifying and recommending appropriate resources available
  • Exceptional interpersonal skills and ability to work well within a team setting
  • Demonstrates active listening, written, verbal and information technology skills.
  • Communicates effectively
  • Demonstrate integrity and dedication to exceeding the needs of our patients and family.
  • Strong organizational and time management skills.

Physical Requirements

  • Ability to be in stationary position (sitting or standing) up to 90% of the time.

Work Schedule

Days with the flexibility to accommodate evenings, rotating weekends and holidays including on call responsibilities.

Background Screening

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.

Mission Statement

Michigan Medicine 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.

Application Deadline

Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled any time after the minimum posting period has ended.

External Applicants: Please note that for the first phase of this posting, we will be considering internal candidates only in an effort to offer advancement opportunities. You are still able to submit your resume for consideration, but our process for external candidates will begin approximately 30-days after the posting date.

U-M EEO/AA Statement

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