"Patient Services Associate"

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Provides basic customer services and clerical support to patients within either inpatient or outpatient settings and escalates more complex issues to more advanced positions, or leadership.

75%

• Handles patient communication through phone, in-basket messaging, patient portals, and multiple communication platforms.
• Triage calls and route to the appropriate department when necessary.
• Complete patient check-in/check-out, obtain consents, and process payments.
• Schedule new and returning patient appointments.
• Maintain accurate patient records and ensure HIPAA compliance.
• Reconcile daily cash and credit card transactions per university guidelines.
• Serve as a liaison between patients, providers, and administrative staff.
• Prepare patient files, documents, and assist with follow-up services.

25%

• Assist patients with questionnaires and provide required paperwork.
• Communicate appointment updates and instructions promptly.
• Support call center, referring clinics, and patients with telephone inquiries.
• Deliver consistent, high-quality customer service.
• Work independently and collaboratively in a fast-paced environment.
• Demonstrate leadership and communication skills in issue resolution.
• Perform additional duties as assigned.
• Run basic clinical reports and work in-baskets when necessary.
• Identify and track recurring operational issues and support solutions.
• Respond promptly to messages, email, Google Chat, and Teams.
• Provide coverage across multiple Oral Surgery and Oral Facial Pain Clinic sites.

Required Qualifications

• High school diploma or equivalent.
• 1 year of customer service experience (preferred).
• Basic computer skills.
• Ability to multitask in a fast-paced clinical environment.
• Ability to communicate with diverse populations.
• Understanding of insurance copayment information.
• Ability to maintain patient confidentiality.
• Strong oral and written communication skills.
• Excellent organizational skills and attention to detail.
• Reliable attendance.
• Demonstrated enthusiasm, dependability, initiative, and prioritization skills.
• Professional and positive demeanor.

Preferred Qualifications

• Experience with computerized patient management systems.
• Experience handling high call volumes.
• Experience with check-in/check-out in medical or dental settings.
• Familiarity with basic medical and dental terminology.

Monday - Friday; hours to be determined.

We are committed to maintaining a safe and healthy work environment for everyone. As part of the onboarding process, all candidates are required to submit their immunization records to Occupational Health Services (OHS) prior to their appointment start date to verify their immunization status. The process includes completing a two-step TB test for all new hires and providing proof of Hepatitis B immunization for clinic-facing roles. Additional immunizations may be necessary based on public health guidance or specific job responsibilities.

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.

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checks are performed in compliance with the Fair Credit Reporting Act.

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.

The University of Michigan is an equal employment opportunity employer.