The Patient Services Intermediate (PSI) will provide dedicated, on-site patient services, clerical, and administrative support for the Pediatric Heart, Pediatric Kidney, and Pediatric Liver Transplant programs within the Transplant Clinic ACU. This position will support pediatric transplant patients and families while working closely with Medical Directors, physicians, Advanced Practice Providers (APPs), Registered Nurses (RNs), Medical Assistants (MAs), pediatric specialists, and other members of the multidisciplinary transplant team.

The PSI will provide intermediate-level customer service and clerical support while serving as an important point of contact between patients, families, healthcare providers, and administrative staff. The position will support the complex administrative needs associated with pediatric transplant care and help maintain timely patient access, communication, follow-up, and clinic operations.

• Schedule and coordinate Pediatric Heart, Kidney, and Liver Transplant appointments and follow-up visits.

• Coordinate scheduling of echocardiograms (ECHOs), CT scans, laboratory appointments, diagnostic studies, specialty appointments, and other transplant-related services.

• Assist with coordinating multiple appointments and testing needs for pediatric transplant patients.

• Complete appointment, laboratory, and testing reminder calls and follow up with patients and families regarding outstanding needs.

• Assist with rescheduling missed or cancelled appointments and diagnostic testing.

• Support pre-arrival activities to ensure patients are appropriately prepared for upcoming appointments and testing.

• Process and follow up on prior authorizations for imaging, diagnostic testing, procedures, and other services within the scope of the PSI role.

• Place and pend orders in MiChart in accordance with approved policies, protocols, and established workflows.

• Facilitate FMLA and other patient paperwork, including gathering required information, preparing documentation, routing forms for clinical completion or signature when necessary, and communicating status to patients and families.

• Maintain accurate patient information, records, and documentation in accordance with HIPAA and organizational standards.

• Verify patient demographic and insurance information as appropriate.

• Monitor and manage assigned InBasket messages, administrative work queues, faxes, forms, and other clerical workflows.

• Receive and appropriately route patient messages, documentation, outside records, and other information to the appropriate member of the transplant team.

• Communicate appointment changes, instructions, and other appropriate non-clinical information to patients and families clearly and promptly.

• Assist providers and clinical staff with administrative tasks, documentation, and arranging follow-up services.

• Provide clerical and administrative support for Pediatric Hepatology patients transitioning into Pediatric Liver Transplant care.

• Serve as a point of contact for patients and families and facilitate communication with the appropriate transplant team member.

• Coordinate with Pediatric Cardiology, Nephrology, Hepatology, Radiology, laboratories, diagnostic services, and other pediatric specialties involved in transplant care.

• Work closely with clinical and administrative team members to support seamless patient flow and high-quality care.

• Identify opportunities for workflow improvement and assist with standardizing clerical processes across the Pediatric Transplant programs.

• Provide cross-coverage across Pediatric Heart, Kidney, and Liver Transplant programs based on operational needs.

• Perform other clerical and patient services duties consistent with the Patient Services Intermediate classification and as assigned by leadership.

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

Three or more years of customer service experience within a medical environment. Experience supporting complex ambulatory, pediatric, or transplant workflows is preferred.

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 is an on-site position providing support across the Pediatric Heart, Pediatric Kidney, and Pediatric Liver Transplant programs within the Transplant Clinic ACU.

Pediatric transplant patients require frequent appointments, laboratory monitoring, diagnostic testing, prior authorizations, and ongoing communication and follow-up. This position will provide consistent administrative support across Pediatric Heart, Kidney, and Liver Transplant and help ensure these responsibilities are completed timely and by the appropriate role.

The PSI will also support appropriate role delineation within the Transplant Clinic ACU by assuming patient services and clerical responsibilities currently being performed by MAs and RNs. This will allow clinical staff to dedicate more time to direct patient care while providing patients and families with consistent and responsive administrative support.

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.