Patient Services Associate- Pavilion

University Of Michigan; Ann Arbor (MI); On-site; USD 41,000 - 54,000; Full time

Job summary

Michigan Medicine seeks dedicated clerical support to enhance patient care through effective communication and administrative assistance in surgical environments. This full-time role involves direct patient interaction and aims to improve patient experiences during surgeries, making it essential to have excellent organizational and customer service skills.

Benefits

Excellent medical, dental and vision coverage effective on day one

2:1 Match on retirement savings

Qualifications

• Excellent organizational, analytical, and communication skills needed.
• Prioritizes work and manages time effectively.
• Ability to communicate and collaborate with healthcare team members.

Responsibilities

• Meet and greet patients and families, providing exemplary customer service.
• Act as patient advocate, communicating with clinicians as needed.
• Provide clerical support and assist in training new team members.

Skills

Organizational skills

Analytical skills

Communication skills

Attention to detail

Customer service focus

Tools

MiChart

Microsoft Teams

Job description

A cover letter included as the first page of your resume is required for consideration for this position. The cover letter should be addressed to Hiring Manager, address your specific interest in the position, your interest in and availability to work a varied schedule, and outline skills and experience that directly relate to this position.

Job Summary

The overarching role of our team is to support patients and families through the surgical day and to execute clerical tasks enabling medical providers to focus on patient care. Staff on our team cover each of the clerical desks in the Pavilion, UH and CVC Operating Rooms and Post Anesthesia Care Units (PACUs). The Operating Room and Anesthesia Front Desks, Pre-Op, and PACU clerical roles are largely `behind the scenes positions, assisting and coordinating the people, equipment, schedules, etc. that enable smooth operations in and around the operating rooms. Surgery Reception staff check patients in for their procedures and act as communication liaisons between clinicians and family members, relaying important information throughout the stressful surgical day.

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 30,000employees 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

Responsibilities*

In each of the clerical roles our team is expected to:

• Warmly meet and greet all patients and families while demonstrating service excellence during these important interactions on the patients day of surgery
• Exhibit courtesy, exemplary customer service, and professionalism always when interacting in person or fielding and routing phone calls and other communications for patients, families, faculty, staff, etc.
• Act as patient and family advocate- contacting clinicians and others as appropriate to improve the experience
• Provide wayfinding, resources (security, social work, maps), and comfort to family members and other guests
• Escort patients/family members to Pre-Operative/Recovery Areas, Surgical Short Stay, consultation rooms and other areas as appropriate
• Use software programs and other resources to confirm that patients flow through the system in a timely and well-documented manner
• Provide clerical support when needed; participate in other duties or projects as assigned
• Identify process improvement opportunities, implement and/or work with teams to implement larger initiatives
• Communicate, troubleshoot, and escalate concerns and issues
• Adhere to high standards of teamwork by demonstrating adaptability, flexibility, courtesy, and respect; consistently sharing information and resources with others
• Assist management in the training of new team members and volunteers (including providing timely feedback) and assist in the maintenance of accurate, up-to-date training documentation and checklists
• Work as a team member to ensure consistency and efficiency
• Cultivate an atmosphere of respect, courtesy, and teamwork in speech, manner, and tone
• Learn and utilize High Reliability Skills and participate in Diversity, Equity, and Inclusion work

Required Qualifications*

• Excellent organizational, analytical and communication skills
• Good investigative skills and strong attention to detail
• Self-directed and motivated
• Prioritizes work and manages time
• Demonstrated ability to communicate and collaborate effectively with members of the healthcare team
• Work well with minimal supervision and possesses strong attention to detail
• Excellent attendance record

Desired Qualifications*

• Knowledge of Perioperative and surgical environments
• Working knowledge of MiChart (EPIC) and Microsoft Teams
• Familiar with UMHS Policies and procedures
• Basic medical terminology
• Previous work/volunteer experience in a medical environment
• Customer Service-Focused, multi-tasker, friendly, patient, compassionate, empathetic, dependable and responsible

Work Schedule

This position is a Rotator which covers two 8 and two 12-hour shifts covering the Pavilion/UH/CVC Surgery Reception, Preop, and PACU. Based on interest and need, other desks may be included.

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 employment opportunity employer.

Job Opening ID

264241

Working Title

Job Title

Work Location

Michigan Medicine - Ann Arbor

Modes of Work

Onsite

Full/Part Time

Full-Time

Regular/Temporary

Regular

FLSA Status

Nonexempt

Organizational Group

Um Hospital

Department

MM Post Anes Care Unit - PAV

Posting Begin/End Date

5/29/2025 - 6/28/2025

$41,600.00 - $53,352.00