Patient Services Senior

Job Title

Provide clinic operational support to a complex, multi-physician practice in adult Bariatric, Colorectal, General Surgery, Gynecology, Pre-op, Urology, Vascular, and other surgical specialties within an ambulatory care setting at Michigan Medicine's Chelsea Multispecialty ACU, as well as other locations for training and coverage, including but not limited to Chelsea/Dexter, SW Ann Arbor, and N Central.

Participate in a rotation of all front desk responsibilities, including patient check-in, check-out, and cash reconciliation. Roles involve direct public contact, complex patient scheduling via the Cadence scheduling system, coordinating and scheduling outside referrals and diagnostic testing, and cash collection through Cadence/EPIC. Verify and update accurate patient demographic information, insurance details, guarantor information, and referring physician data in real-time during patient visits, either directly or with the assistance of the Registration Department.

Maintain excellent rapport with patients, faculty, and staff, both in person and over the phone, while working effectively within a team setting. Provide self-management support, care management, and care coordination for patients with complex illnesses to optimize their health status or lead a group of three or more Patient Services Assistants (PSAs) when required by clinic needs. Manage provider templates, including creating, closing, editing, and updating templates to align with scheduling needs and standards.

Update decision trees to ensure accurate patient scheduling and work closely with the ACU Manager to maintain alignment with ACOC standards and principles.

• Graduation from high school or an equivalent combination of education and experience.
• Minimum of 5 years of experience in a related field.

• 5 or more years of customer service experience within a medical environment.
• 1 or more years of administrative supervision experience in patient access
• Knowledge of basic medical terminology.
• Urology or multispecialty clinic experience.
• Proven ability to lead a team or manage a project.
• Experience in facilitating and coordinating patient care, including identifying and recommending appropriate resources.
• Exceptional interpersonal skills with the ability to work effectively within a team setting.
• Strong communication skills, including verbal, written, and active listening abilities.
• Proficiency in information technology skills relevant to the role.
• Consistent attendance and punctuality are essential.
• Bachelor's degree in a health-related field, Business Administration, or a related discipline.
• Experience working in a large, complex healthcare setting.
• Familiarity with UMHS electronic medical record systems.
• Knowledge of University policies and procedures.

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

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.

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.

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.

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.