Patient Services Intermediate / Associate / Assistant

How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Summary

Basic Function and Responsibilities:

The staff of the U-M Occupational Health Services (OHS) works as a team to provide U-M Ann Arbor campus and Health System faculty and staff with care that is convenient, effective, and caring. This position is responsible for providing exceptional customer service, scheduling appointments, managing patient health information, patient registration and communicating with patients in an effective and professional manner. This position possesses a broad understanding of OHS system, process and workflows; has the ability to handle more complex inquiries and complex issues, while referring the most complex issues to a higher level; works under general supervision.

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.

Responsibilities*

Characteristic Duties and Responsibilities:

Essential

• Triage requests for new patient appointments to a diverse and complex array of medical services (e.g. injuries and illnesses, vaccinations, immunizations, regulatory exams, physical therapy, body substance exposures, etc.)
• Schedule patients for a wide variety of appointments including Medical Surveillances and follow up appointments.
• Assist patients and providers with obtaining pertinent medical information for medical visits (e.g. medical records, test results, etc.)
• Check-in patients: ensure the patient has all necessary information for their appointment(s) and verify all demographic information to be true and accurate.
• Register patients in MiChart.
• Enter visits, patient information and other necessary information in OHS electronic medical record system (e.g. diagnoses and CPT codes)
• Work with health care providers to coordinate care.
• Follow up on no show and cancelled appointments.
• Manage phone calls, respond to questions and route/triage calls as necessary.
• Process faxes and emails. Scan documents for electronic medical record upload and/or distribute as appropriate.
• Process results letters and emails to patients.
• Identify and monitor reoccurring operational problems and collaborate with clinic team to resolve them.
• Check-out patients, enter billing charges as applicable.
• Coordinate timely referral appointments with other departments, specialists, etc.
• Assure that fees for services are billed to OHS as appropriate.

Other Related Duties:

• Practices within the scope of license, certification, or registration.
• Complies with all applicable continuing education requirements.
• Complies with all University of Michigan
• Supports the department's commitment to continuous improvement activities and principles through positive and respectful contribution in all problem-solving and change processes.

Performs other duties as assigned.

Required Qualifications*

• Patient Services Intermediate: High School Diploma or GED and 3-4 years of experience.
• Patient Services Associate: High School Diploma or GED and 2-3 years of experience.
• Patient Services Assistant: High School Diploma or GED and 0-2 years of experience.
• Customer service experience within the medical field.
• Enterprise Health, MiChart and/or other electronic medical record system experience.
• Demonstrates a high standard of personal and professional conduct; possess excellent customer service, interpersonal, and written and oral communication skills; and demonstrated ability to interact with a diverse population.
• Demonstrated team player with the ability to work independently.
• Strong organizational and prioritization skills with ability to handle multiple responsibilities in a fast-paced environment with accuracy.
• Demonstrated effective problem-solving skills.
• Demonstrated proficiency with computer skills, Microsoft Office software, Outlook and other applicable platforms.
• Ability to complete basic clerical/support tasks, including proper telephone technique, typing, computer and data entry skills.

Desired Qualifications*

• Associate's degree in a medical field
• Experience working within a large, complex healthcare setting.
• Knowledge of University policies & procedures.
• Previous experience working in an occupational health setting
• Medical terminology.

Work Schedule

Monday through Friday with the possibility of weekends

Underfill Statement

This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.

Additional Information

Physical Requirements:

The employee will be able to perform the assigned duties and responsibilities with or without reasonable accommodations: ability to work in a sedentary position for long periods of time, ability to communicate/ exchange information, fine motor coordination/dexterity necessary for keyboarding or typing, and may require reaching, bending, twisting, stooping, moving about, lifting of up to 10 pounds, etc., with or without the use of assistive/adaptive devices.

OCCUPATIONAL HAZARD INFORMATION:

Staff members may have routine exposure to all chemical inventory, inclusive of hazardous materials, including but not limited to: the office, hospital and clinics. Chemical inventory reference materials are available to all staff in the form of hard copy and on-line Material Safety Data Sheets.

Staff may carry out assignments at the hospital, clinics, campus departments and the OHS clinic. Staff may drive their personal vehicle and/or walk on uneven surfaces to these various work site locations in all weather conditions on a regular basis.

Functional Supervision Received From:

Clinic Manager

Supervision Exercised:

No functional or administrative supervision is exercised.

Background Screening

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.

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 anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.