Patient Services Associate

Details

Posted: 01-May-24

Location: Ann Arbor, Michigan

Salary: Open

Categories:

Staff/Administrative

Internal Number: 245604

Provide clinic operational support to a complex multiple physicians' practice in an adult ambulatory care setting to the Surgery 2nd floor TC Clinics.  Participate in a rotation of all jobs including check-in, check-out for Surgery and Urology, cash collection, and cash reconciliation. In addition to Surgery and Urology, the employee will be cross trained in the clerical duties of the Orthopedic Surgery.  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.  Individual is responsible for verification and updating accurate patient demographic information.  All verification and updating duties must be performed real time, during the patient visit either directly by the Patient Services Associate or via assistance from the Registration Department.  Individual must maintain an excellent rapport in person or via the telephone with patients, faculty, and staff, within a team setting.

• Schedule new and return patient visits determining appropriate clinic provider based on specified standards.
• Schedule clinic visits, diagnostic services and ambulatory procedures for patients.
• Collect cash and credit card payments from patients using established guidelines and provide receipt of payment.
• Determine the existence of previous registration and obtain, verify and update insurance, financial and demographic information with the patient.
• Reconcile clinic cash collections daily according to specified clinic standards.
• Perform telephone triage and distribute for action; document according to specified clinic standards.
• Confirm, notify and remind patients of appointment and/or changes.
• Inform patients of necessary preparations prior to visit or test in accordance with established guidelines.
• Complete in basket messages for specific departments according to the rules and regulations put in place for that department.
• Scanning of important medical documents into patient's chart.
• Sending necessary paperwork to HIM when needed.
• Scanning of discs mailed or hand delivered to clinic into Lifeimage.
• Preparing clinic for the following day by adding vital information into the appointment notes for all clinic staff.
• Running recall reports, preparing and sending recall letters to patients who are due for clinic appointments.
• Calling and rescheduling patients due to provider clinic closures.
• Assigning and giving out tablets to patients in order to complete their questionnaires prior to clinic appointment.

• Provide check in and check out services to patients.
• Scheduling and coordination of patient appointments, tests and consults.
• Gather and verify patient demographics, insurance and other pertinent information.
• Process patient charges, collect payments and reconcile cash collections.
• Calling and rescheduling patients due to provider clinic closures.
• Management of MiChart in-basket notes.
• Scanning of discs mailed or hand delivered to clinic into LifeImage. 
• Scanning of important medical documents into patient?s chart and sending necessary paperwork to Health Information Management when needed. 
• Preparing clinic for the following day by adding vital information into the appointment notes for all clinic staff.
• Running recall reports, preparing and sending recall letters to patients who are due for clinic appointments.
• Work with the nursing team, providers, medical assistants, call center and other team members to improve patient care and improve processes to enhance the patient experience.

• High school diploma or GED
• Equivalent combination of education and experience is necessary.
• 2-3 years of experience.
• Exceptional interpersonal skills and ability to work well in a team setting.
• Communicates effectively.
• Demonstrates active listening, written, verbal, and information technology skills.
• Knowledge of PCs and desktop software with accurate typing speed of 40 wpm.
• Basic medical terminology competency is preferred.
• Demonstrates friendly, warm, articulate telephone manner with a clear, well-modulated speaking voice.
• Demonstrates excellence in customer service delivery.
• Demonstrates record of excellent attendance.
• Strong interpersonal, communication, and leadership skills are necessary.
• Ability to manage stress effectively.
• Able to handle multiple responsibilities in a very busy setting. 
• Ability to exhibit professional and positive image when interacting with patients, faculty, and staff.

M-F 7:00 am- 5:30 pm

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.

The University of Michigan Health System 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.  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.

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

 

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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.
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