Patient Services Senior

Job Summary * 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. Responsibilities* * 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* * High school diploma or GED. * Minimum of 5 years of experience in a related field. * Knowledge of basic medical terminology. * 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. Desired Qualifications* * 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. Modes of Work Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes