PATIENT SERVICES SENIOR
Company: University of Michigan
Location: Ann Arbor
Posted on: October 4, 2024
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Job Description:
Patient Services SeniorApply NowJob SummaryProvide clinic
operational support to a complex, multi-physician practice in adult
Bariatric, Colorectal, General Surgery, Gynecology, Pre-op,
Urology, Vascular, and other surgical specialties within an
ambulatory care setting at Michigan Medicine?s Chelsea
Multispecialty ACU, as well as other locations for training and
coverage, including but not limited to Chelsea/Dexter, SW Ann
Arbor, and N Central.Participate in a rotation of all front desk
responsibilities, including patient check-in, check-out, and cash
reconciliation. Roles involve direct public contact, complex
patient scheduling via the Cadence scheduling system, coordinating
and scheduling outside referrals and diagnostic testing, and cash
collection through Cadence/EPIC.Verify and update accurate patient
demographic information, insurance details, guarantor information,
and referring physician data in real-time during patient visits,
either directly or with the assistance of the Registration
Department.Maintain excellent rapport with patients, faculty, and
staff, both in person and over the phone, while working effectively
within a team setting.Provide self-management support, care
management, and care coordination for patients with complex
illnesses to optimize their health status or lead a group of three
or more Patient Services Assistants (PSAs) when required by clinic
needs.Manage provider templates, including creating, closing,
editing, and updating templates to align with scheduling needs and
standards.Update decision trees to ensure accurate patient
scheduling and work closely with the ACU Manager to maintain
alignment with ACOC standards and
principles.Responsibilities*Coordinate daily functional support of
the clerical team, ensuring efficient workflow and task
management.Provide interpretation, guidance, and instruction on
policies, procedures, and practices to the clerical team.Maintain
work schedules, and lunch schedules, and ensure coverage, review
timesheets for accuracy.Provide input on the performance of the
clerical staff.Lead onboarding and in-service training for new
clerical staff, managing and maintaining all training materials,
including process documents.Delegate tasks appropriately to Patient
Services Associates.Collaborate with the leadership team to ensure
smooth and effective clinical operations.Promote and facilitate
positive communication within the entire healthcare team, fostering
a collaborative work environment.Lead team huddles to keep staff
informed and aligned with daily priorities and present at monthly
all-staff meetings.Handle escalations, identifying when issues need
to be raised through the chain of command.Screen new patients for
navigation services, providing support, education, and guidance
throughout their care continuum.Build proactive relationships with
patients through regular contact, helping to identify and address
barriers to care.Assist patients in navigating the complex
logistics of the health system, providing clear direction and
support.Identify and recommend appropriate resources to patients,
ensuring they receive necessary assistance and care.Perform
telephone triage, distribute for action, and document according to
specified clinic standards.Accurately and efficiently schedule
patient appointments utilizing Cadence.Confirm, notify, and remind
patients of appointments and changes; inform patients of necessary
preparations before visits or tests.Communicate any clinic schedule
changes, such as closures, provider template adjustments, and other
scheduling changes, to the team.Handle special scheduling requests,
like overbooks, VIPs, and complex issues.Assist patients with
payment questions in person or over the phone.Collect payments,
copays, and past-due balances at patient check-in/out, using
established department guidelines.Reconcile clinic cash collections
and credit card transactions daily according to specified clinic
standards.Ensure completeness of visits and provide receipts for
payments.Serve as a resource for physicians, other staff, patients,
and third parties on insurance authorizations and managed
care-related issues.Assist medical providers, nurses, and medical
assistants with any issues that arise in the clinic.Appropriately
scan important medical documents into patients? charts and send
necessary paperwork to Health Information Management (HIM).Help
oversee and monitor day-to-day clinic operations and processes for
satisfaction and improvement, acting as the front-line ?go-to?
person for questions and assistance.Assist in identifying and
resolving operational problems related to billing, clinic charge
capture, scheduling, and process implementation.Participate
actively in the interview process for potential new hires.Run
reports as requested and manage in-basket messages for specific
departments according to set guidelines.Required
Qualifications*High school diploma or GED.Minimum of 5 years of
experience in a related field.Knowledge of basic medical
terminology.Proven ability to lead a team or manage a
project.Experience in facilitating and coordinating patient care,
including identifying and recommending appropriate
resources.Exceptional interpersonal skills with the ability to work
effectively within a team setting.Strong communication skills,
including verbal, written, and active listening
abilities.Proficiency in information technology skills relevant to
the role.Consistent attendance and punctuality are
essential.Desired Qualifications*Bachelor's degree in a
health-related field, Business Administration, or a related
discipline.Experience working in a large, complex healthcare
setting.Familiarity with UMHS electronic medical record
systems.Knowledge of University policies and procedures.Modes of
WorkPositions 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 thework modes
(https://hr.umich.edu/working-u-m/my-employment/ways-we-work-resource-center/ways-we-work-implementation-group/modes-work)
.Additional InformationAdministrative management and functional
supervision are received from the Administrative Manager.Union
AffiliationThis position is included in the bargaining unit
represented by the Service Employees International Union -
Healthcare Michigan (SEIU), which represents bargaining unit
members in all matters with respect to wages, benefits, hours, and
other terms and conditions of employment.Background
ScreeningMichigan 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 DeadlineJob 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/AA StatementThe
University of Michigan is an equal opportunity/affirmative action
employer.Job DetailJob Opening ID254614Working TitlePatient
Services SeniorJob TitlePatient Services SeniorWork
LocationMichigan Medicine - Ann ArborAnn Arbor, MIModes of
WorkOnsiteFull/Part TimeFull-TimeRegular/TemporaryRegularFLSA
StatusNonexemptOrganizational GroupUm HospitalDepartmentMM Chelsea
CMSC CorePosting Begin/End Date9/30/2024 - 10/07/2024Career
InterestHealthcare Admin & SupportApply Now
Keywords: University of Michigan, Battle Creek , PATIENT SERVICES SENIOR, Other , Ann Arbor, Michigan
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