Patient Services Senior

Posted: 08-May-26

Location: Ann Arbor, Michigan

Categories: Staff/Administrative

Internal Number: 277262

• Provide clinic operational support to a complex, multi-physician practice in adult Bariatric, Colorectal, General Surgery, Gynecology, Pre-op, Urology, Vascular, and other surgical specialties within an ambulatory care setting at Michigan Medicine's Chelsea Multispecialty ACU, as well as other locations for training and coverage, including but not limited to Chelsea/Dexter, SW Ann Arbor, and N Central.
• Participate in a rotation of all front desk responsibilities, including patient check-in, check-out, and cash reconciliation. Roles involve direct public contact, complex patient scheduling via the Cadence scheduling system, coordinating and scheduling outside referrals and diagnostic testing, and cash collection through Cadence/EPIC.
• Verify and update accurate patient demographic information, insurance details, guarantor information, and referring physician data in real-time during patient visits, either directly or with the assistance of the Registration Department.
• Maintain excellent rapport with patients, faculty, and staff, both in person and over the phone, while working effectively within a team setting.
• Provide self-management support, care management, and care coordination for patients with complex illnesses to optimize their health status or lead a group of three or more Patient Services Assistants (PSAs) when required by clinic needs.
• Manage provider templates, including creating, closing, editing, and updating templates to align with scheduling needs and standards.
• Update decision trees to ensure accurate patient scheduling and work closely with the ACU Manager to maintain alignment with ACOC standards and principles.
• Coordinate daily functional support of the clerical team, ensuring efficient workflow and task management.
• Provide interpretation, guidance, and instruction on policies, procedures, and practices to the clerical team.
• Maintain work schedules, and lunch schedules, and ensure coverage, review timesheets for accuracy.
• Provide input on the performance of the clerical staff.
• Lead onboarding and in-service training for new clerical staff, managing and maintaining all training materials, including process documents.
• Delegate tasks appropriately to Patient Services Associates.
• Collaborate with the leadership team to ensure smooth and effective clinical operations.
• Promote and facilitate positive communication within the entire healthcare team, fostering a collaborative work environment.
• Lead team huddles to keep staff informed and aligned with daily priorities and present at monthly all-staff meetings.
• Handle escalations, identifying when issues need to be raised through the chain of command.
• Screen new patients for navigation services, providing support, education, and guidance throughout their care continuum.
• Build proactive relationships with patients through regular contact, helping to identify and address barriers to care.
• Assist patients in navigating the complex logistics of the health system, providing clear direction and support.
• Identify and recommend appropriate resources to patients, ensuring they receive necessary assistance and care.
• Perform telephone triage, distribute for action, and document according to specified clinic standards.
• Accurately and efficiently schedule patient appointments utilizing Cadence.
• Confirm, notify, and remind patients of appointments and changes; inform patients of necessary preparations before visits or tests.
• Communicate any clinic schedule changes, such as closures, provider template adjustments, and other scheduling changes, to the team.
• Handle special scheduling requests, like overbooks, VIPs, and complex issues.
• Assist patients with payment questions in person or over the phone.
• Collect payments, copays, and past-due balances at patient check-in/out, using established department guidelines.
• Reconcile clinic cash collections and credit card transactions daily according to specified clinic standards.
• Ensure completeness of visits and provide receipts for payments.
• Serve as a resource for physicians, other staff, patients, and third parties on insurance authorizations and managed care-related issues.
• Assist medical providers, nurses, and medical assistants with any issues that arise in the clinic.
• Appropriately scan important medical documents into patients charts and send necessary paperwork to Health Information Management (HIM).
• Help oversee and monitor day-to-day clinic operations and processes for satisfaction and improvement, acting as the front-line "go-to" person for questions and assistance.
• Assist in identifying and resolving operational problems related to billing, clinic charge capture, scheduling, and process implementation.
• Participate actively in the interview process for potential new hires.
• Run reports as requested and manage in-basket messages for specific departments according to set guidelines.

Required Qualifications

• Graduation from high school or an equivalent combination of education and experience.
• Minimum of 5 years of experience in a related field.

Desired Qualifications*

• 5 or more years of customer service experience within a medical environment.
• 1 or more years of administrative supervision experience in patient access
• Knowledge of basic medical terminology.
• Urology or multispecialty clinic experience.
• Proven ability to lead a team or manage a project.
• Experience in facilitating and coordinating patient care, including identifying and recommending appropriate resources.
• Exceptional interpersonal skills with the ability to work effectively within a team setting.
• Strong communication skills, including verbal, written, and active listening abilities.
• Proficiency in information technology skills relevant to the role.
• Consistent attendance and punctuality are essential.
• Bachelor's degree in a health-related field, Business Administration, or a related discipline.
• Experience working in a large, complex healthcare setting.
• Familiarity with UMHS electronic medical record systems.
• Knowledge of University policies and procedures.