Job Description

Job Summary

This position is located at the East Ann Arbor Health and Geriatrics Center. We are actively seeking a Patient Services Senior who is compassionate, enthusiastic, motivated, and patient-oriented. This individual will share in the goal of creating the ideal experience for our patients, families as well as our employees.

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.

Why Join Michigan Medicine?

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?

Responsibilities*

This position serves as an integral member of our East Ann Arbor Health and Geriatrics Center operations team. Ability to fully utilize MiChart (EMR), scheduling/rescheduling appointments, verifies and updates patient demographic and insurance information. In-basket management, template editing and build, process and interpret reports, maintain multiple work queues as well as use Microsoft applications. Provides oversight support to clerical and/or clinical support staff, patient account representative responsibilities, clerical business office workflows/workstreams. Assists the ACU triads in the development and implementation of new policies, procedures as well as continuous process improvement for the five clinics in the health and geriatrics center. Provides orientation and mentoring to new staff members. Creates and maintains monthly staff schedules to assure appropriate staffing levels. Also responsible to direct staffing reassignments necessitated by the operational state summarized by the daily management system. Delineates position duties and expectations for staff supporting the clinical administrative work in all five clinics. 

Responsible for meeting the highest of standards, providing exceptional customer service to patients and families, coordinating business functions, as well as effective customer service etiquette and service recovery skills.

Individual must be able to support multiple services and stakeholders. Individual must provide administrative support with a comprehensive orientation to clerical operations, and daily activities for optimal clinic flow. Process and compile paperwork for exams and clinical staff. Partners with central contact center and central nurse triage in collaborative fashion. Represents the building in process change/evolution to implement and advance technology innovations in support of enhanced patient care delivery workflows. Monitor waiting area and assure a clean, organized, and safe environment.

This individual actively participates in quarterly and annual evaluation process. Individual participates in the interview process, engages in reassignment as guided by the needs of the operation and performs additional administrative duties as assigned. Additionally, provides clerical coverage to fill staffing gaps.

Required Qualifications*

Desired Qualifications*

Work Schedule

Modes of Work

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.

Additional Information

May need to travel to other sites, under certain circumstances

Union Affiliation

This position is included in the bargaining unit represented by the Service Employees International Union - Healthcare Michigan (SEIU), which represents bargaining unit members in all matters with respect to wages, benefits, hours, and other terms and conditions of employment. 

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.

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