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.

The staff and faculty of the Rogel Cancer Center are committed to advancing medicine and serving humanity through living and teaching our core values of Respect, Compassion, Collaboration, Innovation and Commitment to Excellence.

Each employee is expected to understand and demonstrate in every interaction that we represent our entire organization in the care we provide and in the courtesies we extend to patients, families and each respective team member. Ensuring a Patient and Family centered experience according to the Health Systems Service Excellence Goals is a priority to the care of our patients. The individual chosen will be responsible for meeting the highest standards of customer service including exhibiting a professional and positive image when interacting with patients, faculty and staff.

This position is in the Cancer Center Maize Team.

Serve as an essential member of the Cancer Center Maize Team.  Selected individual will be responsible for coordinating patient services assistances schedules, back up for clerical staff, covering all positions as need, managing requests for time off, and ensuring adequate coverage for the centralized check in and check out teams. Support complex infusion templates, procedure templates, provider templates, MiChart admin inbasket, provide as needed faculty administrative support, train staff, and promote practices for patient centered excellence. Ensure that patients with urgent needs are scheduled appropriately, and monitor patient flow, and patient wait times to optimize patient care experiences.  Serve as a point of contact for complicated issues and patient concerns.

Selected candidate will work as a functional supervisor and will lead daily huddles and embrace and incorporate lean in daily work concepts.

Provide exceptional customer service to patients by facilitating business processes that include check in and check out services to primary and specialty care departments, coordinating support and ancillary services for patients, appointment scheduling, processing all patient payments (co-pays and outstanding balances).  Respond to inquiries concerning department programs, services, and activities.

This is a full time, 40 hours/week position.

• 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
• Associates Degree or equivalent combination of education and experience within an ambulatory care setting.
• Experience within an ambulatory setting
• Experience with an electronic medical record
• Knowledge of University policies and procedures.
• Experience in supervising staff
• Strong leadership skills
• Possess a professional and positive image when interacting with patients, faculty, and staff. 
• Adhere to a high standard of personal and professional conduct
• Possess excellent customer service, interpersonal, and communication skills
• Demonstrated ability to interact with a diverse population 
• Effectively manage and lead staff
• Work effectively with a multidisciplinary team
• Handle multiple responsibilities in a fast-paced environment. 
• Must demonstrate flexible and creative problem-solving skills
• Proficient computer and keyboarding skills
• Excellent attendance.

Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world?s most distinguished academic health systems.  In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.

What Benefits can you Look Forward to?

• Excellent medical, dental and vision coverage effective on your very first day
• 2:1 Match on retirement savings

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.

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.

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 any time after the minimum posting period has ended.

The University of Michigan is an equal employment opportunity employer.