"Patient Services Intermediate"

Patient Services Intermediate

Taubman Medical Specialties (ACU) brings together six specialty clinics devoted to providing the best in patient care. We are seeking a compassionate, enthusiastic, and self-driven Patient Services Intermediate. This individual will share in the goal of creating the ideal experience for our patients and families and employees.  The ability to work as part of a team is essential to the success of a person in this position.

Coordinate and facilitate patient care needs between physicians, nurse providers, clinic personnel, and patients regarding matters relevant to medical care. This role requires maintaining excellent rapport with patients, faculty, and staff? in person, messaging and via telephone? while functioning effectively within a team-based clinical environment.

• Provide advanced clerical and administrative support to clinical staff, including management of MiChart in-basket, fax server workflows, and other delegated tasks.
• Prepare and process patient forms and documentation, including but not limited to FMLA, disability, DME, and return-to-work paperwork.
• Facilitate scheduling of specialty services and coordinate appointments as needed to support continuity of care.
• Ensure patient lab monitoring is completed in accordance with established protocols, including outreach for missed or overdue laboratory testing, and other delegated follow-up activities.
• Coordinate and process referrals and prior authorizations for medications, procedures, and durable medical equipment (DME).
• Manage medical record requests for assigned providers, including requesting, importing, and organizing records and imaging from external facilities.
• Manage patient communications through MiChart, including non-encounter messages, call encounters, reminders, and follow-up requests.
• Collaborate with leadership and colleagues to develop, implement, and maintain standard work processes to improve efficiency and care coordination.
• Prepare and distribute patient education materials and perform general office and clinic support functions as needed.
• Mentor, orient, and support new staff, including assisting with on-the-job training.
• Perform other related duties as assigned.

Required Qualifications

Graduation from high school or an equivalent combination of education and experience.  

Minimum of 3 years of experience working in customer service.  

Prior experience performing complex duties.  

Demonstrated record of excellent attendance.  

Exceptional interpersonal skills and ability to work well within a team setting.  

Demonstrated ability to work independently.  

Strong and effective communication skills.

Strong organizational and prioritization skills with ability to handle multiple responsibilities in a fast-paced environment.

Preferred Qualifications

Associate degree or equivalent education.  

Knowledge of basic medical terminology.  

Excellent phone management and customer service skills.  

Willingness and openness to new ideas and processes that improve patient care.  

Self-direction, motivation, and the ability to multitask with minimal supervision

Demonstrated ability to communicate and collaborate effectively with members of the extended healthcare team.  

Demonstrated proficiency with computer skills, Microsoft Office software, Outlook and other applicable platforms.  

Demonstrated active listening, verbal, written, and information technology skills.  

Experience working within a large, complex health care setting.  

Knowledge of University policies and procedures.  

Schedule

Full-time, 40 hours per week (Monday- Friday).  Hybrid work schedule; 8a-4:30p

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.

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.

The University of Michigan is an equal employment opportunity employer.