Patient Services Assistant/Associate (Facial Cosmetics) - Brighton Center for Specialty Care

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 your service excellence skills and experience that directly relate to this position.

Job Summary

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 in 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.

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?

• Excellent medical, dental and vision coverage effective on your very first day
• 2:1 Match on retirement savings

Responsibilities

• Provide general clerical support in fast paced high volume patient care environment.
• Provide exceptional customer service and support to Facial Cosmetic Clinic at Brighton Center for Specialty Care and Michigan Medicine patients, families, providers, and team members.
• The candidate should expect to cross-train on all office duties and be able to assume different roles as needed.
• Duties include:

• Receive/assist patients and families, as well as provide check-in and check-out services to specialty care departments.
• Gather and verify patient demographics, insurance, and other pertinent information.
• Prepare, maintain, and update forms, consents, and questionnaires.
• Collect co-pays, account payments, prepare charge tickets, and reconcile cash collections.
• Scheduling and coordination of patient appointments, tests, and consults in a timely and accurate manner.
• Management of MiChart in-basket notes and front-end work queues.
• Confirm, notify, and remind patients of appointments and/or changes.
• Work with the nursing team, providers, medical assistants, call center, and other team members to improve patient care and improve processes to enhance patient experience.
• Provide support and coverage to other clerical areas on the lower level at Brighton Center for Specialty Care as needed.

Our Patient Service members are a fast-growing team of dynamic, flexible, and dependable individuals. We value diversity and work with a large variety of patients and clinicians. PSAs are trained to respond to the needs of our clinicians, as well as the varied needs of a large patient population.

All other duties as assigned.

Required Qualifications

• High School Diploma or GED.
• 2-3 years of related experience.
• Exemplary interpersonal, communication, and customer service skills.
• Cheerful and energetic individual, motivated with a positive and professional attitude.
• Must be a team player with the 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's needs in a fast-paced, high-volume environment.
• Demonstrated effective verbal, written, and information technology communication skills.
• Exhibits a 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.

Desired Qualifications

• 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.

Work Schedule

40 hours per week. Monday through Friday, 7:00 AM - 5:00 PM based on clinic needs. We are flexible in scheduling, and request that you are also flexible in working various shifts.

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.

Union Affiliation

This position is covered under the collective bargaining agreement between the U-M and the Service Employees International Union (SEIU), which contains and settles all matters with respect to wages, benefits, hours, and other terms and conditions of employment.

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 Statement

The University of Michigan is an equal employment opportunity employer.