The Children's Emergency Services (CES) Patient Services Senior role (PSS) is responsible for providing quality and efficient customer service through the daily management of the team of Patient Services Associates (PSA) and Patient Services Intermediate (PSI) by motivating, recognizing and rewarding, coaching, counseling, training and problem solving.  Additionally, the position is responsible for assisting clerical leadership with the development, analyses and implementation of various initiatives. Responsibilities apply to supporting the Michigan Medicine CES and are supplemental to the characteristic duties and responsibilities as outlined in the position summaries for CES PSA and CES PSI.

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.

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

      Personnel

• Act as a role model to PSA and PSI staff through positive and professional performance and interactions at all times.
• Maintain expert level of knowledge and practice in all PSA and PSI responsibilities.
• Identify and plan for staffing consistent with the needs of the CES and budgetary requirements.
• Coordinate/provide PSA and PSI staff coverage for all lunches and breaks.
• Document unscheduled absences, late arrivals and early departures.
• Ensure adequate staffing for assigned shift, adjusting clerical assignments as needed to accommodate staffing issues, and/or operational demands.
• Provide problem solving assistance and support to CES faculty and staff.
• Orient PSA's and PSI's to assure accurate and complete performance of all required responsibilities.
• Participate with the orientation of new PSS?s to assure accurate and complete performance of all required responsibilities.
• Keep CES Administrative Director/Supervisor abreast of any issues or concerns related to individual PSA or PSI performance or patient services responsibilities.
• Contribute to 3-6 month reviews of new PSA and PSI staff via feedback to CES Patient Services Supervisor.
• Contribute and participate with the PSA and PSI quarterly reviews/ conversations.
• Participate in the interview process for potential candidates for PSA, PSI, PSS, and training specialist.
• Facilitate constant and committed service excellence to patients, families, visitors and coworkers.
• Provide and facilitate peer feedback for performance evaluation of all PSA and PSI's.
• Provide primary charge coverage and staff resource when on duty.
• Maintain confidentiality regarding private staff issues and work to discourage gossip on the unit.
• Consistently provide staff with timely, positive and constructive feedback, when needed.
• Coordinate with CES Charge RN regarding staffing concerns, problem-solving issues that may arise.
• Review and determine approval for staff schedule trade requests.
• Promote staff involvement in department quality improvement/lean initiatives.

      Departmental

• Lead/participate the development, evaluation and modification of clerical team responsibilities policies.
• Key contributor in the development of PSA and PSI goals and objectives.
• Key contributor in patient services quality improvement teams and initiatives.
• Keep abreast of policy and procedure changes and promote compliance.
• Troubleshoot equipment problems and request service.
• Facilitate open channels of communication with members of the CES team and ancillary services/external departments.
• Interpret and facilitate hospital and University policies/procedures and the standards of regulatory agencies for Patient Services.
• Assist with various projects and/or tasks as assigned by the CES Administrative Director/Supervisor.
• Participate in the development of CES policies and procedures.
• Participate in CES quality improvement teams and initiatives.

      Professional Development

• Participate in activities to promote own continued learning and professional growth.
• Attend continuing education offerings and staff development programs, review literature and collaborate with other professionals.
• Evaluate own performance periodically with CES Administrative Director/Supervisor.
• Develop own performance plan consistent with the goals of the CES.

• High School Diploma
• Two years' experience in a customer service-oriented position, one year of progressive responsibilities as an ED PSA, one year of progressive responsibilities as an ED PSI, CES experience preferred.
• Solid or exemplary performance in all duties and responsibilities as outlined in the ED PSA and PSI position summary
• Experience as an ED Patient Services Preceptor, CES experience preferred.
• Excellent organizational skills, decision making and problem-solving skills
• Demonstrated self-motivation and interest in assuming PSS role
• Demonstrated ability to communicate and collaborate in a manner that fosters teambuilding
• Demonstrated skills in conflict resolution
• Demonstrated commitment to continuous quality improvement and service excellence in patient services
• Demonstrated ability to interface and communicate effectively with all disciplines
• Demonstrated skills in coaching and mentoring, both given and received
• Knowledge of basic medical terminology

• Associates Degree in Business or Health Care Administration or other related field
• Active participation on an CES committee or team
• Excellent attendance and punctuality record
• Demonstrated commitment to learning and professional development
• Knowledge of University policies, procedures, rules and regulations
• Experience with quality improvement techniques (LEAN)

36 hours per week

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 included in the bargaining unit represented by the Service Employees International Union - Healthcare Michigan (SEIU), which represents bargaining unit members in 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 anytime after the minimum posting period has ended.

The University of Michigan is an equal opportunity/affirmative action employer.