Patient Services Senior

Job Title

Clerical Support Lead

Provide responsible clerical operational support for front desk operations while providing leadership, guidance, and support in an adult and pediatric ambulatory care setting in the Michigan Medicine Saline Health Center. Lead staff and participate in a rotation of all jobs including check-in, check-out, and cash reconciliation. Jobs include direct public contact, detailed complex patient scheduling via the Cadence scheduling system, coordination and scheduling of outside referrals and diagnostic testing, cash collection via Cadence/EPIC.

The position includes the responsibility of verifying accurate insurance, guarantor, primary care and referring physician information. Individuals are responsible for verification and updating accurate patient demographic information. All verification and updating duties must be performed real time, during the patient’s visit. Individuals must maintain an excellent rapport in person or via the telephone with patients, faculty, and staff, within a team setting.

Ensure consistent communication, collaboration, and operational support across Saline Health Center.

• Responsible for the coordination of daily functional supervision for a clerical team, providing interpretation and instruction for policies, procedures and practices.
• May maintain work schedules, reviews timesheets for accuracy and assists with performance evaluations for other clerical team members.
• May provides in service training and onboarding for new clerical staff.
• Participates with leadership team to ensure effective clinical operation and process improvement initiatives.
• Provide patient support, guidance, and education, identifying and recommending appropriate resources and barriers to care throughout their continuum of care.
• Promotes and facilitates positive communication with the entire health care team.
• Maintain accurate patient records and documentation, ensuring compliance with confidentiality and privacy regulations (HIPAA).
• Accurately verify patient information, including demographic details, medical history, and insurance coverage.
• Provide customer service to patients by facilitating business processes including appointment scheduling, check-in and check-out, pre-arrival and telephone triage.
• Serve as the point of contact between patients, healthcare providers, and administrative staff.
• Communicate appointment changes, test results, or instructions to patients clearly and promptly.
• Assist healthcare providers with administrative tasks such as preparing patient files, documents, and arranging follow-up services.
• May collect cash and credit card payments from patients, determine patient pay portion and provide receipt of payment.
• Work closely with other healthcare professionals to ensure seamless patient flow and high-quality care.

Graduation from high school or an equivalent combination of education and experience. Minimum 5 years of experience.

• 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 paced environment.
• Solid attendance record.
• Proficient with computers and ability to learn new programs.
• Demonstrated customer service and communication skills.
• Ability to perform at a high level within a team setting.
• Clear understanding of Michigan Medicine and UMMG policies and procedures.

PHYSICAL REQUIREMENTS This position requires infrequent standing/walking.

Michigan Medicine is one of the largest health care complexes in the world and has been the site of many…