Patient Services Associate

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.

Check in and check out patients, schedule patients for appointments, tests, and consults. Ensure all pertinent information is available for patient visits. Prepare, maintain and update forms/records. Provide general information to staff and patients. Verify, update patient information, obtain referrals and/or authorizations. Manage incoming telephone calls, confirm patient appointments and other pre-arrival requirements. Process patient charges, collect payments and reconcile cash collections.

Responsibilities*

Fully functioning staff member. Could be promoted to this level after proven ability to fully function as a Patient Services Assistant. May also perform some telephone triage and administrative support.

• Accurately and efficiently schedule patient appointments utilizing Cadence. Management of pre-arrival functions to assure all necessary information has been obtained for clinic visits.
• Serve as a resource for physicians and other staff, patients, and outside third parties for insurance authorizations and other managed care related issues.
• Respond to patient inquiries related to special requirements of insurance plans, directing patient to insurance carrier as needed to address coverage and benefit questions.
• Assist patients with payment questions on the phone or in person. Collect payments, copays and past due balances at patient check out using established department guidelines.
• Reconcile clinic cash collections and credit card transactions daily according to specified clinic standards.
• Ensure completeness of visit information including type of visit, reason for service, charge for service and diagnostic codes for processing professional and facility charges. Participate in creating efficient patient flow coordinating with nursing/medical assistant staff and faculty.

• Perform other duties as assigned.

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

• 1 year of customer service experience
• Knowledge of basic medical terminology.
• Experience working within a large, complex health care setting.
• Familiarity with UMHS electronic medical record systems.
• Knowledge of University policies and procedures.
• Exceptional interpersonal skills and ability to work well within a team setting.
• Communicates effectively.
• Demonstrates active listening, written, verbal and information technology skills.

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.

• 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.

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…