Patient Services Associate

Michigan Medicine Operating Room (OR) and Post Anesthesia Care Unit (PACU) employees are committed to contributing to an exceptional experience for each patient and family. Ensuring a patient and family centered experience is a priority in the care of our patients. The individual chosen for this position will be responsible for meeting the highest standards of customer service including exhibiting a professional and positive image when interacting with patients, faculty and staff. This clerical position is a Rotator which covers one 8 and two 12-hour shifts covering the Pavilion/UH/CVC Surgery Reception, Preop, and PACU. Based on interest and need, other desks may be included.

• Warmly meet and greet all patients and families while demonstrating service excellence during these important interactions on the patients? day of surgery
• Exhibit courtesy, exemplary customer service, and professionalism always when interacting in person or fielding and routing phone calls and other communications for patients, families, faculty, staff and all
• Act as patient and family advocate; contacting clinicians and others as appropriate to improve the experience
• Provide wayfinding, resources (security, social work, maps), and comfort to family members and other guests
• Escort patients/family members to Pre-Operative/Recovery Areas, Surgical Short Stay, consultation rooms and other areas as appropriate
• Use software programs and other resources to confirm that patients flow through the system in a timely and well-documented manner
• Provide clerical support when needed; participate in other duties or projects as assigned
• Identify process improvement opportunities, implement improvements and/or work with teams to implement larger initiatives
• Communicate, troubleshoot, and escalate concerns and issues
• Adhere to high standards of teamwork by demonstrating adaptability, flexibility, courtesy, and respect; consistently sharing information and resources with others
• Assist management in the training of new team members and volunteers (including providing timely feedback) and assist in the maintenance of accurate, up-to-date training documentation and checklists
• Work as a team member to ensure consistency and efficiency
• Cultivate an atmosphere of respect, courtesy, and teamwork in speech, manner, and tone
• Learn and utilize High Reliability Skills and participate in Diversity, Equity, and Inclusion work

High school diploma or equivalent combination of education and experience

Excellent organizational, analytical and communication skills
Good investigative skills and strong attention to detail
Demonstrate effective problem- solving skills
Self-directed and motivated
Prioritizes work and manages time
Demonstrated ability to communicate and collaborate effectively with members of the healthcare team
Ability to sit for long periods of time
Work well with minimal supervision
Excellent attendance record
1 year of customer service experience
Knowledge of hospital and surgical environment
Knowledge of scheduling in MiChart (EPIC)
Bachelor's Degree or comparable combination of experience and education

Full time, 40hrs: 8 and 12hr shifts.

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.