Patient Services Associate

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Job Summary

To provide prompt and courteous support to patients, outside hospitals, doctors, technologists and any other customer that may need assistance.

Responsibilities*

  • Answer phone calls and emails and provide in-person support to patients and customers throughout the day.
  • Contact external hospitals and facilities to obtain imaging for emergency department and inpatient cases as requested for both Mott and UH.
  • Upload external imaging studies into Sectra accurately and efficiently
  • Communicate with ER physicians regarding outside imaging requests.
  • Utilize paging system to contact appropriate staff as required.
  • Monitor OnBase for incoming release of information forms.
  • Monitor Patient Portal requests for imaging.
  • Create and mail CDs for patients, doctors, or external hospitals when requested.
  • Send imaging electronically to external hospitals/facilities when requested.
  • Communicate with PACS Team and User Support as needed to resolve issues and support operations.
  • Send imaging to St. Joseph/Trinity Health when notified in MiChart.
  • Monitor the tube station for any CDs that may need to be uploaded.
  • Assist in the training of new employees.
  • Maintain cleanliness in the customer service area and light cleaning/stocking when necessary.
  • Assist with Tumor Board preparation when needed.
  • Monitor Teams Groups for requested imaging uploads.
  • Assist with inputting data for Dexa Scans when needed.
  • Prepare Litigation requests when notified.
  • Assign MRI cases early in the morning before MRI Reading Room Coordinator arrives.
  • Assign CT Neuro cases early in the morning before CT Neuro Reading Room Coordinator arrives.
  • Pick up and sort paperwork and send it to HIM for scanning into patient charts.
  • Assist in 1800 area on weekends.
  • Identify opportunities for improvement in departmental processes and procedures and provide recommendations to enhance workflow.
  • Cross-train in other internal roles as needed to support operational and coverage requirements.

Required Qualifications*

  • High School diploma or equivalent
  • 1 year of experience in direct customer service role, involving face-to-face or phone-based patient/customer interaction.
  • Availability to work holidays are required

Desired Qualifications*

  • Knowledge of MiChart is preferred.
  • Knowledge of Medicom is preferred.
  • Knowledge of Sectra is preferred.
  • Knowledge of Microsoft Teams is preferred.
  • Previous experience in healthcare or radiology environment.
  • Knowledge of health system policies and procedures.
  • Demonstrates a high standard of teamwork by demonstrating adaptability, dependability, flexibility, and willingness to share information and resources.
  • Demonstrate the ability to work independently in a fast-paced, ever-changing, and potentially stressful environment.
  • Demonstrate strong organizational skills with the ability to prioritize work effectively.
  • Demonstrate professionalism, attention to detail, and the ability to follow direction and accept constructive feedback. 
  • Demonstrate strong written communication skills, including correct spelling and proper grammar.
  • Demonstrate strong interpersonal and verbal communication skills, including active listening.
  • Demonstrate reliability, including maintaining excellent attendance. 
  • Basic understanding of radiology workflows, terminology, and imaging systems
  • Basic knowledge of medical terminology.

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Work Schedule

10am-6pm Monday-Tuesday-Wednesday and weekends: 

6pm-midnight on Saturday and Sunday

Work Locations

UH

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

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 any time after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.