Patient Services Associate

Kappaalphapsi1911; Ann Arbor (MI); Hybrid; USD 42,000 - 54,000; Full time

Job summary

University of Michigan is seeking an administrative coordinator to support divisional patient care services and maintain accurate patient records while ensuring HIPAA compliance. You will act as the liaison between patients, clinicians, and staff, handling appointment updates and facilitating communication of test results.

The role involves assisting with documentation, coordinating follow-up care, and managing cash/credit payments when required, all within a busy clinical environment designed

Qualifications

• High school diploma or equivalent required with 1 year of direct customer service experience.
• Demonstrate strong written and verbal communication, attention to detail, and dependable teamwork.

Responsibilities

• Maintain accurate patient records and documentation, ensuring confidentiality and HIPAA compliance.
• Serve as the point of contact between patients, healthcare providers, and administrative staff.
• Communicate appointment changes, test results, or instructions to patients clearly and promptly.
• Assist in administrative tasks such as preparing patient files and arranging follow-up services.
• Provide customer service to patients by supporting appointment scheduling, check-in and check-out, and triage.

Skills

Customer service

Written communication

Interpersonal communication

Organizational skills

Attention to detail

Education

High School diploma or equivalent

Tools

MiChart (Cadence, EpicCare, Radiant)

Job description

Job Summary

To provide support and coordination of divisional patient care services.

Responsibilities

• Maintain accurate patient records and documentation, ensuring compliance with confidentiality and privacy regulations (HIPAA). Accurately verify patient information, including demographic details, medical history, and insurance coverage.
• Serve as the point of contact between patients, healthcare providers, and administrative staff.
• Communicate appointment changes, test results, or instructions to patients clearly and promptly.
• Assist healthcare providers with administrative tasks such as preparing patient files, documents, and arranging follow-up services.
• May collect cash and credit card payments from patients using established guidelines to determine patient pay portion and provide receipt of payment.
• Provides customer service to patients by facilitating business processes including appointment scheduling, check-in and check-out, pre-arrival and telephone triage.
• Work closely with other healthcare professionals to ensure seamless patient flow and high-quality careMonitor waiting area activity and assure a clean, organized, and safe environment.Promote personal comfort and convenience of patients and families by routinely checking their needs.
• Provide information regarding hospitals and community services as needed. Accurately record any phone messages and assure they are forwarded appropriately.
• Utilize paging system to contact appropriate staff as required.
• Prepare patient itinerary, consents, and all other appropriate correspondence.
• Identify and track reoccurring operational problems and participate in resolution.
• Assist in training of permanent and float staff.
• Participate in creating efficient patient flow coordinating with nursing/medical assistant staff and faculty.
• Communicate with referral coordinator staff to ensure patient waivers are distributed as needed.

Required Qualifications

• High School diploma or equivalent1 year experience in direct customer service setting involving face to face or over the phone patient/customer interaction.Adhere to high standards of teamwork by demonstrating adaptability, dependability, flexibility, and consistently sharing information and resources with others.Demonstrate ability to work independently in an ever-changing and potentially stressful environment.Demonstrate strong organizational skills.Demonstrate dependability, professionalism, ability to accept direction and shows attention to detail.Demonstrate strong written communication skills displaying ability to spell correctly and shows use of proper grammar.Demonstrate strong interpersonal and oral communication skills including active listeningExcellent attendance record.Knowledge of basic medical terminology.

Desired Qualifications

• Working knowledge of MiChart (Cadence, EpicCare, and Radiant) Familiarity with medical terminology.Experience in a health care environment.

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

Weekly rotation: Monday-Friday 8:30am 5:00pm (onsite), Monday-Friday 7:30am 4:00pm (remote).

The training schedule: First two days will be 7:30am 4:00pm, followed by 4-6 week training period of Mon-Fri, 6:30am 3:00pm and 8:30am 5:00pm (training period all onsite before hybrid rotation begins).

Work Locations

University Hospital and Remote

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.

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 any time 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.