"Patient Services Intermediate/Associate"

Posted: 19-Nov-25

Location: Ann Arbor, Michigan

Categories: Staff/Administrative

Internal Number: 271093

• Provide exceptional customer service, greet patients, and perform check-in and check-out functions.
• Accurately and efficiently schedule patient appointments (therapies, physician clinics as well as multidisciplinary clinics.)
• Initiate and respond to telephone encounters/in-basket messages in a timely manner to ensure optimal patient care.
• Provide clerical support to clinical staff as related to front desk responsibilities.
• Collect patient copays/payments, reconcile cash drawer in Cadence and run settlement reports.
• Perform opening/closing duties of front desk ? including but not limited to cash drawer, credit card check.
• Provide support as it relates to processing paperwork requests- including plan of care, detailed written orders, letter of medical necessity, etc.
• Provide backup support as it pertains to the patient no show process- including patient outreach/education and documenting in MiChart, send appropriate follow-up letter and rescheduling appointments.
• Provide backup support as it pertains to charge reconciliation.
• Manage daily work queues- including the hospital account records work queue and the therapy referral/order WQ. This entails outreach to patients to schedule patient appointments per the triage tool.
• Actively participate in continuous improvement initiatives and make recommendations to ensure high quality and efficient process flows.

Patient Services Intermediate:

• Graduation from high school or an equivalent combination of education and experience.
• Minimum 3 years of experience.

Patient Services Associate:

• Graduation from high school or an equivalent combination of education and experience.
• Exceptional interpersonal skills.
• Must be organized, multi-tasking self-starter and self-motivated with strong problem-solving skills.
• Position requires individual to be flexible and exhibit professionalism in all interactions and communications.
• Strong and effective communication skills.
• Demonstrates active listening, written, verbal and information technology skills.
• Working knowledge of basic medical terminology.
• Prior experience performing complex scheduling.
• Ability to work well within a team.
• Demonstrated proficiency with MiChart, Epic, Cadence, Outlook, experience preferred.
• Bachelor's Degree in Healthcare Administration, Business Administration, Health Information Management, or equivalent background and/or work experience.

Patient Services Intermediate:

• 3 or more years of customer service experience within a medical environment.

Patient Services Associate:

• 1 year of customer service experience.

This will be a Full-Time (Non-Exempt), 40 hours per week; Monday ? Friday schedule. 

Opportunity to work remotely one day a week.

This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.

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 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.

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 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.