Patient Services Senior - Brighton Center Specialty Care

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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.

Provide responsible clerical support for front desk operations while providing leadership, guidance, and support to the Brighton Center for Specialty Care (BCSC) Clerical Business teams supporting the Comprehensive Musculoskeletal Center, Rogel Cancer Center, Facial Cosmetic Surgery, Infusion, and MPU/OR. Partner with the clerical lead supporting Adult Specialty, Pediatric Specialty, Otolaryngology, Audiology, and Ophthalmology to ensure consistent communication, collaboration, and operational support across BCSC.

SUPERVISION RECEIVED

Direct supervision is received from the Ambulatory Care Administrative Manager. Staff members in this classification are expected to work independently and regularly exercise judgement in setting priorities,resolving operational problems, and the application of policies, procedures, and methods while maintaining the strictest of confidentiality at all times.

This description is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his supervision.

The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

• Provide leadership and responsibility for the coordination of daily functional supervision of the clerical business team
• Assumes an integral role in the selection, training, and managing the clinic clerical staff including input on performance of other clerical staff.
• Provides in service training and onboarding for new clerical staff
• Coordinates day to day operation of clerical staff by directing employees work as well as appraising productivity and efficiencies of staff
• Maintains work schedules, reviews timesheets for accuracy and assists with performance evaluations for other clerical team members
• Provides back-up coverage as required for Patient Services Assistants.
• Assists in identification and resolution of operating problems related to area such as patient relations, schedule management, health information management, clinic flow and registration.
• Regularly present the clinic/and or UMMG in various forums.
• Complete check-in and check-out procedures and processes.
• Schedule patient appointments and testing.
• Communicate with MA leads regarding patient status.
• Promotes and facilitates positive communication with the entire health care team
• Collect patient copayments and balances.
• Provide information to patients regarding referral requirements.
• Answer, handle and triage incoming according to ACU guidelines.
• Run and distribute Aspect Reports.
• Run monthly and weekly clinic number reports.
• Huddle with staff.
• Participates with leadership team to ensure effective clinical operations.
• Prepare and distribute staff schedules.
• Review paid time off request.
• Manage coverage for front desk area and provides back-up coverage as required for Patient Service Assistants, Referral Coordinators, Template Editor
• Other related duties as assigned.

• Graduation from high school or an equivalent combination of education and experience

5+ years of clerical experience, preferably in a clinical setting.

• 5 or more years of customer service experience within a medical environment.
• 1 or more years of administrative supervision experience in patient access
• Strong medical terminology.
• Independent/self-directed work style.
• Ability to multi-task and work in a fast…