Patient Services Senior

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

• ---------------
• Provide 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\*

• -----------------------------
• Graduation from high school or an equivalent combination of education and experience.
• Minimum of 5 years of experience in a related field.

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
• Knowledge of basic medical terminology.
• Urology or multispecialty clinic experience.
• 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.
• 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.

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.

U\-M EEO Statement

• ----------------------

The University of Michigan is an equal employment opportunity employer.

### Job Opening ID

277262

### Working Title

Patient Services Senior

### Job Title

Patient Services Senior

### Work Location

Michigan Medicine \- Ann Arbor

Ann Arbor, MI

### Modes of Work

Onsite

### Full/Part Time

Full\-Time

### Regular/Temporary

Regular

### FLSA Status

Nonexempt

### Organizational Group

Um Hospital

### Department

MM Chelsea CMSC Core

### Posting Begin/End Date

5/07/2026 \-

### Salary

$47,465\.60 \- $68,868\.80

### Career Interest

Service Employees Intl Union (SEIU)