Patient Services Intermediate

Michigan Medicine; Ann Arbor (MI); Hybrid; USD 38,000 - 48,000; Full time

Benefits offered by this job

Medical, dental & vision benefits

Retirement match

Job summary

Michigan Medicine seeks an intermediate level patient services specialist to support inpatient or outpatient operations. You will verify patient information, schedule appointments, handle check-ins/outs, and act as a liaison between patients and clinical staff.

The role emphasizes HIPAA compliance, accuracy, and strong communication in a fast-paced healthcare environment with potential hybrid work options. Michigan Medicine offers solid benefits and career growth opportunities.

Qualifications

• High school diploma or equivalent.
• Minimum 3 years of experience in customer service.
• Experience in a medical environment preferred.

Responsibilities

• Provide intermediate level customer service and clerical support to patients in inpatient or outpatient settings.
• Assist with scheduling, check-in/check-out, and pre-arrival tasks.
• Serve as a primary contact between patients, healthcare providers, and administrative staff.
• Coordinate clinic schedules and patient/testing appointments to ensure smooth flow and high-quality care.

Skills

Customer service (medical environment)

Communication skills

Multitasking and organization

Team collaboration

Education

High school diploma

Tools

MI Chart (Epic-Cadence)

ORMIS scheduling

Microsoft Outlook

Job description

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.

Responsibilities*

Provides an intermediate level of customer service and clerical support to patients within either inpatient or outpatient settings. May assist adjacent work units. Guides entry-level positions and suggests workflow changes and improvements.

• 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.
• Provide customer service to patients by facilitating business processes including appointment scheduling, check-in and check-out, pre-arrival and telephone triage
• Serve as 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 files, documents, and arranging follow-up services
• May collect cash and credit card payments from patients, determine patient pay portion and provide receipt of payment
• Work closely with other healthcare professionals to ensure seamless patient flow and high-quality care
• Coordinate provider clinic schedules, patient and testing schedules for patients within our program
• Reschedule patients accordingly
• Coordinating new patients and return visit rescheduling according to Ambulatory Care Operating Principals
• Complex management of diagnostic testing and pre-post procedure scheduling, as well as coordination with clinical research trial requirements
• Provide expert skill at clinic scheduling/grid management and adherence to standard work procedures, including thorough documentation standards
• Anticipates and problem solve issues with clinic and ancillary testing schedules
• Manage daily communications and phone calls from external and internal customers
• Perform other related duties as assigned

Required Qualifications*

• Graduation from high school or an equivalent combination of education and experience.
• Minimum 3 years of experience.

Desired Qualifications*

• Knowledge of MI Chart (EPIC-Cadence) and ORMIS scheduling; demonstrated proficiency with MI Chart, Microsoft Outlook, and ability to navigate between systems
• 3 or more years of customer service experience within a medical environment
• Previous experience working with clinical staff, nurses, providers
• Knowledge of cardiology/vascular/surgical terms, testing and procedures
• Demonstrated customer services excellence and attention to detail
• Strong organizational, problem solving, and prioritization skills
• Ability to multi-task and work in a high-volume area
• Prior experience with complex scheduling

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

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.

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.

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.