Patient Services Associate

University Of Michigan; Ann Arbor (MI); Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

Excellent medical, dental and vision—1

2:1 retirement match

Job summary

University of Michigan's Michigan Medicine Emergency Department seeks a compassionate, patient-oriented ED Patient Services Associate to deliver clinical and operational support in a fast-paced environment. You will manage patient check-ins, transfers, and internal communications to ensure seamless care.

The role emphasizes accurate MiChart documentation, strong customer service, teamwork, and the ability to multitask under pressure in a 24/7 unit with weekend and holiday commitments.

Qualifications

• Graduation from high school or an equivalent combination of education and experience.
• Two years' experience in a customer service-oriented position.

Responsibilities

• First point of contact for patients, families, and visitors to the ED, setting the tone of quality customer service for the duration of the guests' experience.
• Create new visit record in MiChart for each patient upon arrival to ED, performing detailed search to ensure error free process.
• Coordinate and expedite patient transfer to inpatient unit by utilization of MiChart and paging in collaboration with ABCC, nursing (inpatient/ED), and transport services.
• Facilitate process for patient transfer from outside hospitals to the ED, manage calls from referring physicians, create visit and transfer note, connect the referring physician to the Unified Transfer Center (UTC).
• Facilitate process for patient transfer from ED to OSH, receive bed assignment, facilitate nursing handoff, arrange for ambulance transport, ensure necessary consent forms are signed and provided to ambulance team transporting the patient to OSH.
• Initiate and track critical team activations per protocol.
• Provide complex call center function by screening, routing, and/or responding to all inbound ED calls.
• Execute the retrieval and electronic input of all necessary patient records from external facilities ensuring continuity of care for ED patients.
• Monitor nurse call system responding to patient requests for assistance and activating patient care team as needed.
• Receive notification of critical lab results from pathology, identify relevant patient in MiChart and notify the responsible nurse.
• As Unit Host, collaborate with Guest Services Specialist and clinical team to manage visitor flow.
• Ensure effective flow of information to patients and families/visitors by promptly addressing or relaying questions or concerns to appropriate members of the care team.
• Serve as resource to nursing regarding Patient Food & Nutrition Services. Order all patient and guest meal trays, ensuring accurate, timely delivery.
• Image pertinent medical documents into MiChart
• Utilize various online systems to order supplies and equipment for all ED treatment areas through collaboration and communication with various support services and the ED clinical team.

Skills

Customer service

MiChart

Medical terminology

Multitasking

Communication

Teamwork

Confidentiality

Attendance and punctuality

Adaptability

Education

High school diploma or equivalent

Associate degree in business or Health Care Admin or related field

Tools

MiChart

Electronic health records

Computer & data entry

Job description

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 Summary

The Emergency Department is committed to the provision of high quality health care services for adults and children. We are actively seeking compassionate, enthusiastic, and patient-oriented individuals to join our clerical team and share our goal of creating the ideal experience for our patients, families and staff.

The Emergency Department Patient Services Associate (EDPSA) is an essential member of the Emergency Department team, delivering clinical and operational support to achieve the highest levels of patient, staff, and faculty satisfaction for Michigan Medicine Emergency Department (ED) including Adult Emergency Services and the Emergency Critical Care Center.

Responsibilities*

• First point of contact for patients, families, and visitors to the ED, setting the tone of quality customer service for the duration of the guests' experience.
• Create new visit record in MiChart for each patient upon arrival to ED, performing detailed search to ensure error free process.
• Coordinate and expedite patient transfer to inpatient unit by utilization of MiChart and paging in collaboration with ABCC, nursing (inpatient/ED), and transport services.
• Facilitate process for patient transfer from outside hospitals to the ED, manage calls from referring physicians, create visit and transfer note, connect the referring physician to the Unified Transfer Center (UTC).
• Facilitate process for patient transfer from ED to OSH, receive bed assignment, facilitate nursing handoff, arrange for ambulance transport, ensure necessary consent forms are signed and provided to ambulance team transporting the patient to OSH.
• Initiate and track critical team activations per protocol.
• Provide complex call center function by screening, routing, and/or responding to all inbound ED calls.
• Execute the retrieval and electronic input of all necessary patient records from external facilities ensuring continuity of care for ED patients.
• Monitor nurse call system responding to patient requests for assistance and activating patient care team as needed.
• Ensure effective team communication, internal and external by communication device distribution, attending pager assignments and nursing SANS assignments.
• Receive notification of critical lab results from pathology, identify relevant patient in MiChart and notify the responsible nurse.
• As Unit Host, collaborate with Guest Services Specialist and clinical team to manage visitor flow.
• Ensure effective flow of information to patients and families/visitors by promptly addressing or relaying questions or concerns to appropriate members of the care team.
• Serve as resource to nursing regarding Patient Food & Nutrition Services. Order all patient and guest meal trays, ensuring accurate, timely delivery.
• Image pertinent medical documents into MiChart
• Utilize various online systems to order supplies and equipment for all ED treatment areas through collaboration and communication with various support services and the ED clinical team.
  

Required Qualifications*

• Graduation from high school or an equivalent combination of education and experience.

PHYSICALREQUIREMENTS

This position requires infrequent standing/walking

Desired Qualifications*

• Associate degree in business or Health Care Admin or related field.
• Knowledge of basic medical terminology.
• Experience working within a large, complex health care setting.
• Experience working with electronic health records.
• Basic computer and data entry skills.
• Excellent organizational skills and the ability to multitask and appropriately prioritize responsibilities in a fast paced, stressful environment.
• Demonstrated excellence in customer service skills.
• Excellent attendance and punctuality.
• Ability to manage stress effectively.
• Versatile team player capable of handling a variety of complex assignments.
• Ability to take directions and communicate with colleagues, patients, and visitors courteously and respectfully at all times.
• Skillfully change direction when faced with new information.
• Maintain confidentiality in all matters.
• Two years' experience in a customer service-oriented position.

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 30,000employees 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

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 .

Work Schedule

This is a36 hour per week Days position. The Emergency Department is a 24/7 unit including weekends and holidays. Employment requires set every other weekend rotation and a three-holiday commitment annually.

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 maybegin as early as the eighth day after posting.Thisopening 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 Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.