Patient Services Associate

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.
• Check in patients for appointments and procedures using the Cadence and OpTime modules in Epic.
• 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.
• Participate in creating efficient patient flow coordinating with nursing/medical assistant staff and faculty.
• Assist patients and visitors with questions on the phone or in person.
• Assist call center, referring clinics, and staff with telephone inquiries.
• Triage phone calls appropriately if unable to directly assist.
• Work with QA/QC staff to resolve scheduling conflicts due to patient safety and scanner compatibility.
• Accurately transcribe orders for, schedule, and reschedule exams for patients who are unable to be seen.
• 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 and all other appropriate correspondence.
• Demonstrate ability to complete multiple tasks independently.
• Identify and track reoccurring operational problems and participate in resolution.
• Management of pre-arrival functions to assure all necessary information has been obtained prior to patient appointments.
• Communicate with referral coordinator staff to ensure patient waivers are distributed as needed.
• Oversee assigned outpatient and inpatient MiChart work queues and dispatch staff as directed.
• Accurately and efficiently schedule patient appointments utilizing Cadence and coordinating with inpatient unit and modality technologists.

Required Qualifications*

• High School diploma or equivalent.
• 1 year experience in direct customer service setting involving face to face or over the phone patient/customer interaction.
• Ability to follow Radiology Gold Standard Customer Service guidelines consistently.
• Ability to 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, initiative, ability to prioritize, and ability to accept direction.
• Ability to spell correctly and use proper grammar.
• Good oral and written communication skills.
• Strong organizational skills.
• Excellent attendance record.
• Required to have knowledge of and adhere to University and Departmental policies and procedures.
• Must be able to sit for prolonged periods of time.
• Must be able to get up and bend down to retrieve paperwork, labels, etc.
• Light cleaning of the reception area.
• Must be able to lift items that weigh up to 40lbs.
• Must be able to walk long distances to escort patients and families to other areas of the hospital.
• Must be able to push patients that weigh over 250lbs in wheelchairs.

Desired Qualifications*

• Working knowledge of MiChart (Cadence, OpTime, and EpicCare) is preferred.
• Familiarity with SharePoint, and Microsoft Office 365 including Microsoft Outlook and Teams is preferred.
• Familiarity with medical terminology is preferred.
• Experience in a health care environment.

Work Schedule

Monday-Friday 1:00pm - 9:00pm

Work Locations

Pavilion

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 any time after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an equal employment opportunity employer.