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
Patient Services Supervisors are members of the Medical Procedures Unit (MPU) leadership team and are responsible for the direct supervision of assigned Patient Services Assistants and Template Editors. They coordinate staff assignments, scheduling, timekeeping, training, performance expectations, and daily service operations for the UH MPU and other assigned MPU work. They partner with the MPU administrative leadership, nursing leadership, physician leadership, site leaders, and clinical teams to maintain reliable patient service and address operational barriers. The position primarily supports the UH MPU and may provide operational coverage and support at other MPU locations as assigned. Supervisors model institutional and departmental policies and procedures and support staff compliance with applicable Michigan Medicine requirements.
Responsibilities*
Operational oversight
Supervise assigned Patient Services Assistants and template editors. Set clear expectations, assign and balance daily work, monitor workload and deadlines, and follow up on service quality and completion.
Coordinate daily coverage and assignments for the supervised team. Identify capacity or coverage gaps early and work with site leaders and the MPU Administrative Manager on practical responses.
Monitor routine work queues, aging items, deadlines, handoffs, and recurring errors across assigned PSAs and template editors. Help resolve routine issues and escalate barriers requiring policy, clinical, site, or management decisions.
Partner with the Admin Coord/Project Coord on schedule readiness, patient-move coordination, issue follow-up, and communication of staffing or operational constraints. The Admin/Coord coordinates capacity work; the supervisor retains responsibility for assigned staff.
Promote respectful, responsive service for patients, families, providers, and colleagues. Support timely handoffs and service recovery within the supervisor?s authority.
Other duties as assigned,
Personnel and performance
Review and approve time records for assigned direct reports in accordance with Michigan Medicine policies and payroll deadlines. Coordinate schedules, planned leave, call-offs, and coverage.
Recruit, onboard, train, and cross-train staff as assigned. Provide regular coaching, feedback, performance reviews, and timely follow-up on attendance, conduct, and performance concerns within delegated authority.
Establish role-appropriate staff KPIs with the MPU Administrative Manager, explain expectations to staff, review results, and use findings to guide coaching and improvement.
Orientation and training
Coordinate orientation to departmental workflows, service expectations, confidentiality requirements, and applicable policies for assigned staff.
Maintain training and cross-training plans, assess readiness for independent work, and identify ongoing development needs.
Quality and continuous improvement
Support template editors in consistent execution, cross-training, standard work, and continuous-improvement activities. Template build decisions and approved template changes remain subject to established approval and clinical workflows.
Monitor compliance with established administrative workflows and documentation requirements. Address recurring errors, track corrective actions, and escalate patient safety or compliance concerns to the appropriate leader.
Management and leadership coverage
When the MPU Administrative Manager is away, share MPU operational coverage with the Administrative Director as assigned and provide backup for Service Allocation using established rules. Escalate exceptions and material capacity or policy decisions to the appropriate leader.
Decision making and authority
- The supervisor manages assigned staff and routine daily execution within established policies, staffing plans, and delegated authority. The supervisor may adjust daily assignments and coordinate staff coverage, and is expected to raise issues that affect patient access, safety, service quality, staffing, or capacity. The MPU Administrative Manager retains accountability for MPU priorities, policy interpretation, resource decisions, and material capacity decisions. Clinical prioritization and readiness decisions remain with the appropriate clinical and service leaders. The supervisor performs all duties in accordance with University of Michigan, Michigan Medicine, departmental, and regulatory policies, including confidentiality requirements.
Time records for direct reports are accurate and approved by payroll deadlines.
Daily staffing and coverage needs are identified and addressed promptly.
Staff expectations and KPIs are established, understood, and reviewed consistently.
Routine work is completed on time, recurring errors are addressed, and barriers are escalated with a clear owner and next step.
Staff receive timely onboarding, coaching, and performance feedback.
Coverage and Service Allocation backup are provided reliably when delegated.
Confirm the supervisor?s coverage expectations when the MPU Administrative Manager is away and the handoff process for Service Allocation.
Define the initial staff KPI set, data source, review cadence, and any measures owned by the Admin Coord/Project Coord.
Confirm authority for schedule adjustments, service recovery, performance actions, and escalations under the applicable Michigan Medicine policies and labor agreements.
Confirm proposed desired qualifications and use current HR-approved recruitment language for application instructions, institutional statements, benefits, screening, and posting requirements.
Required Qualifications*
In order to be considered for this position, the applicant must have met or will have met all the required qualifications prior to the start date of employment.
- Bachelor's Degree
- Demonstrated ability to lead, coach, and support a team in a service-focused environment.
- Ability to organize competing priorities, coordinate coverage, monitor deadlines, and address workflow problems.
- Clear written and verbal communication skills
Desired Qualifications*
- Experience in patient services, procedural scheduling, or ambulatory healthcare operations.
- Experience with staff scheduling, timekeeping, performance coaching, and workflow improvement.
- Familiarity with applicable labor agreements and University of Michigan or Michigan Medicine personnel policies.
- Experience using operational data to establish performance measures and improve service.
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.
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.