Patient Services Senior

Michigan Medicine; Ann Arbor (MI); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Excellent medical, dental and vision

2:1 Match on retirement savings

Job summary

Michigan Medicine in Ann Arbor is seeking a full-time Patient Services Senior to oversee daily clerical operations within the Taubman Medical Specialties ACU. You will supervise staff, coordinate scheduling, manage patient check-in/out, billing tasks, and ensure HIPAA compliance while improving workflows and patient experience.

This role requires leadership, dependability, and at least five years of relevant experience in a medical setting.

Qualifications

• Graduation from high school or an equivalent combination of education and experience.
• Minimum 5 years of experience.

Responsibilities

• Functional supervision of clerical staff.
• Monitor and assess daily workflow and workload.
• Scheduling and coordination of patient appointments, tests and consults.
• Check in/Check out duties including copay collection, reconciliation and end of day processing.
• Lead process improvement and serve as a liaison to the clerical staff concerning clerical issues.
• Oversee clerical staff including interviewing, orientation, training, and performance coaching.
• Review a variety of MiChart reports for quality, compliance, efficiency and other necessary clinical measures.
• Complete management and handling of in-basket correspondence.
• Perform other clinical duties as assigned including, but not limited to faxes, copying and scanning as needed.
• Assist in identification and resolution of operating problems related to scheduling, registration, insurance authorization, and patient complaints regarding non-clinical aspects of care.
• 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

Skills

Clerical supervision

Patient scheduling

Customer service

HIPAA knowledge

Education

High School Diploma

Tools

MiChart EMR

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.

Job Summary

The Taubman Medical Specialties ACU Department is seeking a full-time Patient Services Senior who will be responsible for the daily functional supervision for the clerical team. We are actively seeking a compassionate, enthusiastic, and patient-oriented individual who will share in the goal of creating the ideal experience for our patients and families and employees. The ability to work as part of a team is essential to the success of a person in this position.

Responsibilities

• Functional supervision of clerical staff.
• Monitor and assess daily workflow and workload.
• Scheduling and coordination of patient appointments, tests and consults.
• Check in/Check out duties including copay collection, reconciliation and end of day processing.
• Lead process improvement and serve as a liaison to the clerical staff concerning clerical issues.
• Oversee clerical staff including interviewing, orientation, training, and performance coaching.
• Review a variety of MiChart reports for quality, compliance, efficiency and other necessary clinical measures.
• Complete management and handling of in-basket correspondence.
• Perform other clinical duties as assigned including, but not limited to faxes, copying and scanning as needed.
• Assist in identification and resolution of operating problems related to scheduling, registration, insurance authorization, and patient complaints regarding non-clinical aspects of care.
• 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

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
• Previous clerical/medical records experience in an outpatient clinical setting is necessary.
• General office practices, ability to understand medical documentation and general knowledge of medical terminology is required. Demonstrated excellent verbal and written skills.
• Candidate must be an active team player and be able to work independently.
• Strong organizational and prioritization skills are required along with outstanding customer service skills.
• Demonstrated record of excellent attendance.
• Exhibits professional and positive image when interacting with patients, faculty, and staff. Able to handle multiple responsibilities in a fast-paced environment with accuracy.
• Demonstrated ability to work well under pressure and meet deadlines.
• Demonstrated strong problem-solving skills.
• Experience working within a large, complex health care setting.
• Familiarity with UMHS electronic medical record systems.
• Knowledge 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 30,000 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.

Work Schedule

7:30A - 6:00P Monday - Friday (Hours may vary)

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 anytime 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.