Patient Services Intermediate - ATA

University Of Michigan; Ann Arbor (MI); Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

Excellent medical, dental and vision

2:1 Match on retirement savings

Job summary

Michigan Medicine is seeking an Admission Triage Associate to coordinate and optimize patient flow across multiple hospital campuses. You will enter data accurately, screen calls, and support communication with referring providers while maximizing throughput.

The role requires strong attention to detail, excellent communication, and the ability to prioritize tasks in a fast-paced environment. Hybrid work arrangements may be available.

Qualifications

• Associate or bachelor's degree or equivalent combination of education and experience.
• Minimum of 3 years of experience in a healthcare setting.
• Must be detail oriented and organized with ability to multi-task.
• Excellent verbal and written communication with strong customer focus.
• Proven ability to exercise good judgment and work in a team or independently.

Responsibilities

• Answer, screen, handle and/or route department bed requests and track messages.
• Provide service excellence and effective communication with team members and customers.
• Provide accurate and timely follow-up with staff, patients and families.
• Process admissions accurately and timely.
• Place patients according to guidelines and collaboration with PFCs.
• Prioritize bed placements from multiple locations and transfers.
• Verify census and update discrepancies in Epic for real-time status.
• Ensure bed tracking reflects real-time status across units.
• Coordinate coverage with coworkers to ensure appropriate staffing.
• Collaborate with PFCs and clinical staff to optimize placements by care level.
• Facilitate intra-unit transfers and expedite bed assignment.
• Assist with daily bed briefing and communication using MiChart Secure chat, Teams, and email.
• Identify and help resolve patient placement barriers; support quality improvement.

Skills

Healthcare coordination

Data entry

Epic

MiChart Secure Chat

Microsoft Teams

Cisco Finesse

Education

Associate or bachelor's degree or equivalent

Tools

Epic

MiChart Secure Chat

Cisco Finesse

Microsoft Teams

Job description

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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

Within the Capacity Management division, the Admission Triage Associates, in partnership with Patient Flow Coordinators (PFCs) and Admission Triage Coordinators (ATCs), coordinate and optimize patient flow across University Hospital, Cardiovascular Hospital, Pavilion Hospital and Mott Hospital. To promote quality and safe patient care, Admission Triage Associates provide accurate and timely data entry into systems, screen and manage incoming phone calls, support communication with referring customers while maximizing throughput.

• Answer, screen, handle and/or route all department bed requests. Track messages and assist with responses.
• Provide service excellence and effective communication with team members, other departments and external customers.
• Provide accurate and timely follow-up with staff, patients and families.
• Process accurate and timely admissions as requested.
• Patient placement in accordance with placement guidelines, fill algorithms and in collaboration with PFCs.
• Prioritize patient placement from multiple in-coming locations i.e. home, clinic, outside hospital transfers, PACU, and emergency department from all hospitals.
• Verify census and update discrepancies in associated systems (Epic) to ensure real-time status for all patients.
• Ensure bed tracking systems reflect real-time, accurate status for all patients and bed status.
• Provide status report and ongoing issue update at shift change.
• Coordinate coverage issues with co-workers and take the necessary steps to ensure appropriate staffing.
• Collaborate with PFCs and medical providers to assist with placements based on level of care required for current patients in ICU/Moderate Care/Telemetry.
• Facilitate intra-unit transfers to optimize medically necessary private rooms and patient satisfaction.
• Partner with PFCs to identify and problem-solve patient placement barriers to expedite bed assignment process.
• Assist and prepare for placement of next day scheduled admissions in collaboration with the PFCs by updating electronic systems.
• Assist facilitation and participate with daily bed briefing in both Adult and Mott Hospitals.
• Facilitate communication to inpatient units, charge nurses, inpatient clerks, and medical providers regarding bed availability by using phone, MiChart Secure chat, Microsoft Teams, paging, and email.
• Manage multiple competing tasks and deadlines with energy and efficiency.
• Additional duties and responsibilities as assigned.

Leadership

• Participate in the orientation and training of on-boarding capacity management staff.
• Participate in activities to promote own continued learning and professional growth.

Continuous Quality Improvement

• Participate in the development, implementation and ongoing evaluation of policies and procedures related to patient flow and utilization management.
• Assess and evaluate new or revised systems which support Capacity Management goals and objectives.
• Recommend and facilitate improvements in the patient placement process based on data analysis.
• Document notable events for follow-up and make recommendations for quality improvement.
• Maintain required documentation to support quality improvement and performance metrics.

Required Qualifications*

• Associate or bachelor's degree or equivalent combination of education and experience.
• Minimum of 3 years of experience in a healthcare setting.
• Proven ability to prioritize, meet deadlines and produce detailed and accurate work.
• Demonstrated ability to exercise good judgment and work successfully within a team and also independently.
• Must be detail oriented and organized with demonstrated ability to prioritize and multi-task.
• Excellent computer skills (especially in Epic, Microsoft Teams, MiChart Secure Chat, and Cisco Finesse).
• Excellent verbal, written, interpersonal, and organizational skills with a strong customer focus.
• Proven ability to assess and handle highly sensitive and confidential matters with considerable discretion and independent judgement.
• Demonstrated positive work ethic and strong sense of teamwork/problem solving with co-workers.
• Demonstrated team spirit, initiative, and interpersonal skills to effectively interact with team members, medical staff, patients and families.

Desired Qualifications*

• Working knowledge of Epic, Microsoft Teams, MiChart Secure chat, and Cisco Finesse.
• Ability to understand and articulate medical terminology.
• Understanding of University policies and procedures.

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 .

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 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.