Patient Services Associate

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How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Job Summary

To provide support and coordination of divisional patient care services.

Responsibilities*

  • Maintain accurate patient records and documentation, ensuring compliance with confidentiality and privacy regulations (HIPAA). 
  • Accurately verify patient information, including demographic details, medical history, and insurance coverage.
  • Serve as the point of contact between patients, healthcare providers, and administrative staff. 
  • Communicate appointment changes, test results, or instructions to patients clearly and promptly. 
  • Assist healthcare providers with administrative tasks such as preparing patient files, documents, and arranging follow-up services. 
  • May collect cash and credit card payments from patients using established guidelines to determine patient pay portion and provide receipt of payment. 
  • Provides customer service to patients by facilitating business processes including appointment scheduling, check-in and check-out, pre-arrival and telephone triage. 
  • Work closely with other healthcare professionals to ensure seamless patient flow and high-quality care.
  • Receive and assist patients, visitors, and staff in a high-volume clinic that services multiple modalities.
  • Monitor waiting area activity and assure a clean, organized, and safe environment.
  • Promote personal comfort and convenience of patients and families by routinely checking their needs.
  • Assist patients with questions on the phone or in person. 
  • Escort patients and visitors to different areas as needed for patient care and visitation, including those that are wheelchair bound. 
  • Accurately schedule and reschedule exams for patients who are unable to be seen.
  • Provide patients oral contrast as needed per protocol. 
  • Provide information regarding hospitals and community services as needed. 
  • Process and compile patient paperwork for exams and clinical staff.
  • Accurately record any phone messages and assure they are forwarded appropriately.
  • Utilize paging system to contact appropriate staff as required.
  • Prepare patient itinerary, consents, and all other appropriate correspondence.
  • Identify and track reoccurring operational problems and participate in resolution.
  • Participate in creating efficient patient flow coordinating with nursing/medical assistant staff and faculty.
  • Communicate with referral coordinator staff to ensure patient waivers are distributed as needed.
  • Assist call center, referring clinics, and patients with telephone inquiries. Triage phone calls appropriately if unable to directly assist. 
  • Assist in the training of new staff and clerical float staff.

Required Qualifications*

  • 1 year of customer service experience

  • High School diploma or equivalent. 

  • Follow Radiology Gold Standard Customer Service guidelines consistently.

  • Adhere to high standards of teamwork by demonstrating adaptability, flexibility, and consistently sharing information and resources with others.

  • Ability to work independently in an ever-changing and potentially stressful environment.

  • Demonstrate dependability, professionalism, ability to accept direction and shows attention to detail.

  • Demonstrate strong written communication skills displaying ability to spell correctly and shows use of proper grammar.

  • Demonstrate strong interpersonal and oral communication skills including active listening.

  • Demonstrate strong organizational skills.

  • Excellent attendance record.

     

Desired Qualifications*

Work Schedule

Monday-Friday 3pm-9pm

Work Locations

University Hospital

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.

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 anytime after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an equal employment opportunity employer.