Summary
Patient Services Intermediate position supporting the Pediatric Advanced Endoscopy and Pancreas Programs in the division of Pediatric Gastroenterology. Provide patient care services to the Pediatric Gastroenterology patients by facilitating patient support workflows including Operating Room (OR) procedure appointment scheduling, pre-arrival questions, procedure preparation instructions, insurance authorization coordinating, and other patient care support responsibilities. The position functions at the competency level of surgery scheduler. Respond to patient inquiries by soliciting solutions and input from the physicians, midlevel providers, and clinic personnel. Within delegated authority, assist and troubleshoot for patients with their health care needs as relate to their procedures and perioperative management. Provide relief support where needed in clinic or clinical office. Coordinate and facilitate communication between physicians, nurse providers, clinic personnel, and patients regarding issues relevant to the medical care. Assist in identifying and resolving clinic operational problems and help train new staff members on the clinical support operations. General and functional supervision received from the program Medical Director. Administrative supervision received from the Pediatric GI administration.
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.
Responsibilities*
- Patient phone call triage with the on-call nurses and the patient phone support staff
- Scheduling GI medical procedures in the Operating Room (OR) by coordinating with the faculty providers, fellow providers, Operating Room staff, and patients
- Schedule OR and procedures that require anesthesia
- Processing prior authorizations for OR procedures, medications (if related to the procedure such as Botox)
- Provide patients with pre-procedure information of test and medical procedures (high priority; requires understanding of the procedures and tests, and ability to interact and explain to patients about the procedures and tests)
- Assisting with patient discharge from clinic or PACU (on site in clinic)
- Actively participate in regularly scheduled meetings on site for procedure scheduling (weekly and ad hoc)
- Actively participate in regularly scheduled meetings on site for the Pediatric Advanced Endoscopy and Pancreas Programs
- Other clinical and patient support duties as deemed appropriate by the program Medical Director and Administrator
Required Qualifications*
Technical Attributes:
- High School diploma or GED.
- Graduation from a Medical Assistant program or an equivalent combination of education and experience.
- Familiarity with obtaining medical records, patient intake process, or professional medical billing.
- Prior experience performing complex patient scheduling involving surgeries and/or medical procedures across multiple specialties and providers.
- Knowledge of and familiarity with the medical terminology.
- Experience and proficiency in utilizing computer including standard business computing programs and EMR.
- Competency of working in a physician office setting.
- 3 - 4 years of patient care support experience in academic healthcare.
Qualitative Attributes:
- Proven interpersonal communication skills and professionalism with the track record of providing high quality customer service to patients, families and staff.
- Ability to work collaboratively and seamlessly as an integral member of the ACU and Pediatric GI team.
- Track record of observing and executing patient confidentiality protocol.
- Ability to take initiatives and exercise critical thinking skill to effectively solve problems and improve quality within the framework of patient care support protocols.
- Good attendance records.
Desired Qualifications*
Relevant and current patient care support experience in a large, complex academic health care setting. Familiarity with UMHS electronic medical record systems. Knowledge of UMHS policies and procedures.
Work Schedule
Required work hours: Monday through Friday, 8 am to 5 pm. Occasional flexibility of work hours during work week may be necessary as determined by patient care support needs. This is a 40 hour/week, full time, on site position.
Union Affiliation
This position is included in the bargaining unit represented by the Service Employees International Union - Healthcare Michigan (SEIU), which represents bargaining unit members in all matters with respect to wages, benefits, hours, and other terms and conditions of employment.
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. 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 anytime after the minimum posting period has ended.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.