"Patient Services Associate"

The overarching role of our team is to support patients and families through the surgical day and to execute clerical tasks enabling medical providers to focus on patient care. Staff on our team cover each of the clerical desks in the Pavilion, UH and CVC Operating Rooms and Post Anesthesia Care Units (PACUs). The Operating Room and Anesthesia Front Desks, PreOp, and PACU clerical roles are largely 'behind the scenes' positions, assisting and coordinating the people, equipment, schedules, etc. that enable smooth operations in and around the operating rooms. Surgery Reception staff check patients in for their procedures and act as communication liaisons between clinicians and family members, relaying important information throughout the stressful surgical day.

• 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, etc.
• 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

Required Qualifications:

• High School Diploma
• 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
• Work well with minimal supervision and possess strong attention to detail
• Excellent attendance record

Desired Qualifications:

• 1 year customer service experience
• Bachelor's degree
• Knowledge of Perioperative and surgical environments
• Working knowledge of MiChart (EPIC) and Microsoft Teams
• Familiar with UMHS Policies and procedures
• Basic medical terminology
• Previous work/volunteer experience in a medical environment
• Customer Service-Focused, multi-tasker, friendly, patient, compassionate, empathetic, dependable and responsible

Work Schedule: Part Time, 36hrs/week. Three 12-hour shifts covering the Pavilion/UH/CVC Surgery Reception, Preop, and PACU. Based on interest and need, other desks may be included.