Frontline interaction with patients and families performing clerical functions in a busy outpatient clinic setting for a Multi-Specialty Clinic. We are seeking a compassionate and enthusiastic Patient Services Assistant/Associate to join our team. This individual will share our priorities which include: high quality medical care, excellent customer service, commitment to innovation, safety of staff and patients, efficiency, employee satisfaction, stewardship of resources and the ideal customer service experience. Ensuring a Patient and Family centered experience according to the Health Systems Service Excellence Goals is a priority to our care of our patients. The individual chosen will be responsible for meeting the highest standards of customer service including, exhibiting a professional and positive image when interacting with patients, faculty and staff.
Provide general clerical support in fast paced high volume patient care environment. Provide exceptional customer service and support to all Brighton Center for Specialty Care and Michigan Medicine patients, families, providers and team members. Candidate should expect to cross train on all office duties and be able to assume different roles as needed. Duties include:
Work within the Infusion area to schedule and manage all appointment requests, add-ons, and cancellation requests in a timely and accurate manner. Working collaboratively with all Oncology and non-Oncology clinic locations.
Work collaboratively with MIST to service all patient types and provide MIST with necessary support to accommodate patient treatments.
Work collaboratively with the Rogel Cancer Center to service all patient types and provide Infusion Core with necessary support to accommodate patient treatments.
Provide just-in-time, in-person support to clinic staff and infusion nurses.
Assist as needed with Infusion Chair Management efforts to maximize efficiency and chair capacity to accommodate patient volumes.
Provide scheduling support to Infusion Leadership team and provide backup support as needed to manage all BCSC Infusion Chair template editing, monitoring nursing staffing levels and maximizing chair capacity based on staffing levels.
Responsible for scrubbing the grids for scheduling accuracy and proper utilization of resources. This work requires understanding of various complex scheduling guidelines for over 500 infusion regimes.
Management of MiChart in-basket notes and front-end work queues.
Participate in Infusion huddles.
Work Infusion waitlist to prioritize scheduling treatments within appropriate timeframes at BCSC and other Infusion locations as needed depending on availability.
Provide scheduling support to other Infusion locations as necessary.
Receive/assist patients and families as well as providing check in and check out services for Infusion Center.
Gather and verify patient demographics, insurance, and other pertinent information.
Confirm, notify, and remind patients of appointments and/or changes.
Work with the nursing team, providers, medical assistants, and other team members to improve patient care and improve processes to enhance patient experience.
Provide service recovery as needed
All other duties as assigned.
High School Diploma or GED.
Exemplary interpersonal, communication and customer service skills.
Cheerful and energetic individual, motivated with a positive and professional attitude.
Must be a team player with ability to take direction and communicate with peers and patients courteously and respectfully at all times.
Excellent service recovery skills.
Ability to work independently, prioritize, problem solve and work cooperatively with faculty and staff.
Strong attention to detail, multitasking, accountability and follow through abilities.
Required flexibility in all aspects of work assignments and is able to switch work to meet the needs of the clinic while maintaining a positive attitude.
Ability to work as part of a team but also able to take direction while successfully managing the clinic needs in a fast-paced, high volume environment.
Demonstrated effective verbal, written and information technology communication skills.
Exhibits professional and positive image when interacting with patients, faculty, and staff.
Able to handle multiple responsibilities in a fast-paced environment with accuracy.
Demonstrated excellent attendance and reliability are required.
Proven ability to work well under pressure.
Assistant level: 0-2 years of related experience.
Associate level: 2-3 years of related experience.
Knowledge of check-in, check-out, and outpatient scheduling utilizing MiChart (EPIC-Cadence) system.
Clerical experience and medical terminology are helpful.
Experience working within a large, complex healthcare setting.
Familiarity with Michigan Medicine's electronic health record setting.
Knowledge of university policies & procedures.
40 hours per week. Monday through Friday, varying shifts, 7:00 AM – 7:00 PM with rotating Saturday coverage.
This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.
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.
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.
Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.
The University of Michigan is an equal opportunity/affirmative action employer.
Internal Number: 201174
About University of Michigan - Ann Arbor
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.