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.
Job Summary
The Patient Services Intermediate (PSI) will provide dedicated clerical, administrative, and patient services support for the Kidney Transplant Waitlist team within the Transplant Clinic ACU. This position will work alongside the Kidney Transplant Waitlist Medical Assistant (MA) to support the administrative needs of patients who are actively being followed while awaiting kidney transplantation.
The PSI will work closely with patients and families, transplant physicians, Advanced Practice Providers (APPs), Registered Nurses (RNs), MAs, transplant coordinators, and other members of the multidisciplinary transplant team. The position will provide consistent administrative support for a large and complex patient panel and help ensure required appointments, testing, documentation, and patient follow-up are completed in a timely manner.
Responsibilities*
Provide clerical and patient services support for the Kidney Transplant Waitlist patient population.
Work collaboratively with the Waitlist MA to support daily patient and team workflows while maintaining appropriate role delineation.
Schedule and coordinate Waitlist clinic appointments, follow-up visits, laboratory appointments, diagnostic testing, imaging, and other transplant-related services.
Assist with coordinating testing and appointments required for patients to remain current and appropriately monitored while on the transplant waitlist.
Complete appointment, laboratory, testing, and other patient reminder calls.
Follow up with patients regarding outstanding appointments, testing, documentation, and other administrative requirements.
Assist with rescheduling missed or cancelled appointments and testing.
Support pre-arrival and clinic preparation activities.
Process and follow up on prior authorizations for imaging, diagnostic testing, procedures, and other services within the scope of the PSI role.
Place and pend orders in MiChart in accordance with approved policies, protocols, and established workflows.
Monitor and manage assigned InBasket messages, administrative work queues, faxes, forms, and other clerical workflows.
Obtain, receive, and appropriately route outside medical records, testing results, documentation, and other information needed by the Waitlist team.
Maintain accurate patient information and documentation in accordance with HIPAA and organizational standards.
Verify patient demographic and insurance information as appropriate.
Communicate appointment changes, testing instructions, and other appropriate non-clinical information to patients and families.
Serve as a point of contact for patients and families and route clinical questions or concerns to the appropriate member of the transplant team.
Assist providers, RNs, transplant coordinators, and other clinical staff with administrative tasks and arranging follow-up services.
Coordinate with dialysis centers, referring providers, laboratories, Radiology, diagnostic services, and other departments involved in the patient's transplant care.
Support FMLA, forms, letters, and other transplant-related patient paperwork within the scope of the PSI role.
Work closely with the Waitlist MA and clinical team to promote timely patient follow-up, efficient workflows, and continuity of care.
Provide cross-coverage and additional clerical support within Kidney Transplant and the Transplant Clinic ACU as operational needs require.
Perform other patient services and clerical duties consistent with the Patient Services Intermediate classification and as assigned by leadership.
Required Qualifications*
Graduation from high school or an equivalent combination of education and experience. Minimum of three years of experience.
Desired Qualifications*
Three or more years of customer service experience within a medical environment. Experience supporting complex ambulatory or transplant workflows is preferred.
Why Join Michigan Medicine?
Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world?s most distinguished academic health systems. In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.
What Benefits can you Look Forward to?
- Excellent medical, dental and vision coverage effective on your very first day
- 2:1 Match on retirement savings
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 Locations
This is an on-site/hybrid position supporting the Kidney Transplant Waitlist team within the Transplant Clinic ACU. On-site presence will be required based on clinic operations, patient needs, and departmental expectations.
Additional Information
Kidney transplant waitlist patients require ongoing monitoring, appointments, laboratory testing, diagnostic studies, documentation, and frequent communication to support their continued transplant candidacy. The PSI will provide dedicated administrative support for these workflows while working alongside the Waitlist MA, allowing the MA and clinical team to focus more fully on their clinical responsibilities.
The position will strengthen role delineation, improve patient follow-up and access, and provide the additional clerical capacity needed to effectively manage the Kidney Transplant Waitlist patient panel.
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.
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.