"Patient Services Senior"

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.

The Kellogg Eye Center is currently hiring for the position of Patient Services Senior. As a vital member of our team, you will play a crucial role in providing front-line support for our patients along with support to our PSA teams at Kellogg and community sites.

This position will be responsible for training and maintain consistency within our PSA teams regarding checking in and prepping patients, handling incoming calls, scheduling appointments, processing payments, and ensuring patients complete necessary documentation.

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 and co-workers.

• Responsible for the coordination of daily functional supervision for a clerical team, providing interpretation and instruction for policies, procedures and practices.
• May maintain work schedules, reviews timesheets for accuracy and assists with performance evaluations for other clerical team members.
• Provides in service training and onboarding for new clerical staff.
• Participates with leadership team to ensure effective clinical operation and process improvement initiatives.
• Provide patient support, guidance, and education, identifying and recommending appropriate resources and barriers to care throughout their continuum of care.
• Promotes and facilitates positive communication with the entire health care team.
• Maintain accurate patient records and documentation, ensuring compliance with confidentiality and privacy regulations (HIPAA).
• Accurately verify patient information, including demographic details, medical history, and insurance coverage.
• Provides customer service to patients by facilitating business processes including appointment scheduling, check-in and check-out, pre-arrival and telephone triage.
• Serve as the point of contact between patients, healthcare providers, and administrative staff.
• Communicate appointment changes, test results, or instructions to patients clearly and promptly.
• Assist healthcare providers with administrative tasks such as preparing patient files, documents, and arranging follow-up services.
• May collect cash and credit card payments from patients, determine patient pay portion and provide receipt of payment.
• Work closely with other healthcare professionals to ensure seamless patient flow and high-quality care.
• Support complex scheduling for Dystrophy clinic, MFC, and other specialized scheduling for the ophthalmology department.

Minimum Requirements:

• Graduation from high school or an equivalent combination of education and experience.
• 5+ years of customer service experience.

Preferred Qualifications:

• Familiar with UMHS policies and procedures
• Experience with Epic/MiChart and Microsoft Office tools.
• Familiar with basic medical terminology.
• 3 or more years of previous experience within Ophthalmology.
• Basic computer skills
• Ability to multitask in a fast-paced, multidisciplinary clinical setting.
• Demonstrated strong oral and written communication skills.
• Demonstrated organizational skills and attention to detail.
• Excellent attendance record.
• Demonstrated enthusiasm, dependability, initiative, and ability to prioritize.

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.