Patient Services Representative

University of Michigan Health-West; Michigan; On-site; USD 32,000 - 42,000; Full time

Job summary

University of Michigan Health-West is seeking a Patient Services Representative in Otolaryngology to act as the friendly first contact for patients in the clinic. This position supports the care team by handling calls, scheduling appointments and assisting patients with forms, while ensuring privacy and accurate information flow.

The role demands excellent customer service, strong interpersonal skills, and the ability to work in a fast-paced environment.

Qualifications

• High school diploma or equivalent required.
• Prior administrative or clerical experience in a clinical setting preferred.
• Experience with computer data entry and strong typing skills.
• Knowledge of medical terminology and coding preferred.
• Excellent customer service and interpersonal skills; able to work with diverse groups.

Responsibilities

• Welcomes and greets all patients and visitors, in person or over the phone.
• Answers and directs all incoming calls.
• Takes complete and accurate patient messages that need to be relayed to the care team.
• Schedules patient appointments and handles inquiries.
• Collaborates with the care team to maintain and improve patient care and service.
• Registers patients according to established protocols and manages assigned work queues.
• Assists patients in completing all necessary forms and documentation.
• Ensures accurate billing information for patients.
• Maintains patient correspondence and follow-up calls.
• Collects payment and reconciles cash draw.
• Ensures reception area, office files and front desk are well maintained.
• Maintains patient privacy and confidentiality.

Skills

Customer service

Interpersonal skills

Verbal communication

Written communication

Telephone etiquette

Typing speed

Medical terminology knowledge

Basic math

Office procedures

Ability to work under pressure

Education

High school diploma or equivalent

Job description

Patient Services Representative - Otolaryngology * Days - 40hrs/wk.

Shift: Days

General Purpose of Job:

Under the direction of department leadership, the Patient Services Representative serves as the first point of contact between the clinic and patients. Essential duties include providing excellent customer service, handling incoming and outgoing calls, scheduling appointments and assisting patients with forms. In addition, the Patient Services Representative must be highly organized and have excellent interpersonal skills. This position operates in a fast-paced environment and is considered a crucial link between the patient and care team.

Knowledge, Skills and Experience:

• High school education or equivalent
• Prior administrative or clerical experience in a clinical setting preferred
• Experience with computer data entry and strong typing skills
• Knowledge of medical terminology and coding preferred
• Excellent customer service and interpersonal skills; demonstrated ability to work with diverse groups of people
• Well developed verbal and written communication skills
• Strong telephone skills and etiquette
• Knowledge of basic math and office procedures
• Ability to work under pressure with minimal supervision
• Proven flexibility and willingness to handle a variety of tasks
• Basic computer knowledge and skills

Essential Duties:

• Welcomes and greets all patients and visitors, in person or over the phone.
• Answers and directs all incoming calls.
• Takes complete and accurate patient messages that need to be relayed to the care team.
• Schedules patient appointments and handles inquires.
• Collaborates with the care team to maintain and improve patient care and service.
• Registers patients according to established protocols and manages assigned work queues.
• Assists patients in completing all necessary forms and documentation.
• Ensures accurate billing information for patients.
• Maintains patient correspondence and follow-up calls.
• Collects payment and reconciles cash draw.
• Ensures reception area, office files and front desk are well maintained.
• Maintains patient privacy and confidentiality.

Requisition #: req12506

FTE status: 1
On-call: No
Weekends: No