Patient Services Senior

Michigan Medicine; Ann Arbor (MI); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Excellent medical, dental and vision

2:1 retirement match

Job summary

Michigan Medicine in Ann Arbor seeks an experienced administrative professional to oversee patient access operations, deliver high-level customer service, coordinate daily workflows, and supervise clerical staff in inpatient or outpatient settings. The role emphasizes HIPAA-compliant records management, reliable communication with clinicians and administration, and ensuring smooth patient flow.

Hybrid work options are available, with prior healthcare customer service and supervisory experience

Qualifications

• Graduation from high school or an equivalent combination of education and experience.
• Minimum 5 Years Of Experience.
• 5 or more years of customer service experience within a medical environment.
• 1 or more years of administrative supervision experience in patient access.

Responsibilities

• Provides a complex level of customer service and clerical support to patients within inpatient or outpatient settings; directs daily workflow and staffing coverage.
• Coordinates daily functional supervision for clerical team; interprets and enforces policies and procedures.
• Maintains schedules and reviews timesheets; assists with performance evaluations.
• Provides onboarding and in-service training for new clerical staff; supports leadership in process improvements.

Skills

Customer service

Clerical support

Staff supervision

Communication

Education

High school diploma or equivalent

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*

BASIC FUNCTION AND RESPONSIBILITY

• Provides a complex level of customer service and clerical support to patients within either inpatient or outpatient settings. Provides direction to others for daily operational workflow management, schedule coordination, and staffing coverage. Contributes to the development of operational workflows, procedures, etc.
• Responsible for the coordination of daily functional supervision for a clerical team, providing interpretation and instruction for policies, procedures and practices.
• May maintain work schedules, reviews timesheets for accuracy and assists with performance evaluations for other clerical team members.
• May provides in service training and onboarding for new clerical staff.
• Participates with leadership team to ensure effective clinical operation and process improvement initiatives.
• Provide patient support, guidance, and education, identifying and recommending appropriate resources and barriers to care throughout their continuum of care.
• Promotes and facilitates positive communication with the entire health care team.
• 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.
• Provides customer service to patients by facilitating business processes including appointment scheduling, check-in and check-out, pre-arrival and telephone triage.
• 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, determine patient pay portion and provide receipt of payment.
• Work closely with other healthcare professionals to ensure seamless patient flow and high-quality care.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES

Required Qualifications*

Graduation from high school or an equivalent combination of education and experience.

Minimum 5 Years Of Experience.

Desired Qualifications*

• 5 or more years of customer service experience within a medical environment.
• 1 or more years of administrative supervision experience in patient access.

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.

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.