Patient Services Senior

Posted: 30-Apr-26

Location: Ann Arbor, Michigan

Categories: Staff/Administrative

Internal Number: 276901

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 Taubman Medical Specialties ACU Department is seeking a full-time Patient Services Senior who will be responsible for the daily functional supervision for the clerical team. We are actively seeking a compassionate, enthusiastic, and patient-oriented individual who 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.

• Functional supervision of clerical staff.
• Monitor and assess daily workflow and workload.
• Scheduling and coordination of patient appointments, tests and consults.
• Check in/Check out duties including copay collection, reconciliation and end of day processing.
• Lead process improvement and serve as a liaison to the clerical staff concerning clerical issues.
• Oversee clerical staff including interviewing, orientation, training, and performance coaching.
• Review a variety of MiChart reports for quality, compliance, efficiency and other necessary clinical measures.
• Complete management and handling of in-basket correspondence.
• Perform other clinical duties as assigned including, but not limited to faxes, copying and scanning as needed.
• Assist in identification and resolution of operating problems related to scheduling, registration, insurance authorization, and patient complaints regarding non-clinical aspects of care.
• 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.
• May 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

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

Minimum 5 years of experience.

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

1 or more years of administrative supervision experience in patient access

Previous clerical/medical records experience in an outpatient clinical setting is necessary.

General office practices, ability to understand medical documentation and general knowledge of medical terminology is required.

Demonstrated excellent verbal and written skills.

Candidate must be an active team player and be able to work independently.

Strong organizational and prioritization skills are required along with outstanding customer service skills.

Demonstrated record of excellent attendance.

Exhibits professional and positive image when interacting with patients, faculty, and staff. Able to handle multiple responsibilities in a fast-paced environment with accuracy.

Demonstrated ability to work well under pressure and meet deadlines.

Demonstrated strong problem-solving skills.

Experience working within a large, complex health care setting.

Familiarity with UMHS electronic medical record systems.

Knowledge of University policies and procedures.

7:30A - 6:00P Monday - Friday (Hours may vary)

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.