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.

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

The Patient Services Intermediate (PSI) supports clinic operations for the Pediatric Specialties ACU and all Autism Collaborative clinics (MDEC, ACT, ADOS) in an ambulatory care setting. Coordinate and facilitate communication between physicians, nurse providers, clinic personnel, and patients regarding issues relevant to the medical care. Assist in identifying and resolving clinic operational problems and help train new staff members on the clinical support operations. Individual must maintain an excellent rapport in person or via the telephone with patients, faculty, and staff, within a team setting. Participate fully in the Lean in Daily Work (LIDW) model of continuous quality improvement.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

• Reviews referrals and schedule all patients including new patients 
• Responsible for scoring all completed assessment materials.
• Prepares and sends pre-appointment packages to patients via regular mail
• Follows eligibility criteria for scheduling patients.
• Manages and assists with clinical paperwork
• Contacts families after appointments to assist with finding recommended therapies.
• Perform follow-up calls to patients based on provider recommendations.           
• Responsible for sending notifications to clerical staff of no-shows and communicates with families         
• regarding scheduling or delays.
• Responsible for answering patient calls, addresses inquiries, and directs them as needed.

• High School diploma or an equivalent combination of education 
• Minimum of three to four years of previous experience in the health care setting is required. 
• Knowledge of basic medical terminology 
• Excellent phone management and customer service skills is required. 
• Demonstrated ability to work collaboratively with multidisciplinary teams. 
• Demonstrated ability to work independently. 
• Positive, can-do attitude 
• Willingness and openness to new ideas and processes that improve patient care. 
• Strives to be part of the solution rather than part of the problem by offering constructive, creative ideas. 
• Excellent interpersonal and organizational skills. 
• Good attendance record. 
• Demonstrated proficiency with Microsoft Word and Excel and ability to navigate between systems. 
• Understands and demonstrates the core concepts of Patient and Family Centered Care (PFCC), including Respect and Dignity, Information Sharing, Participation, and Collaboration. 
• Ability to work well within a team. 
• Ability to communicate effectively. 
• Demonstrated active listening, verbal, written, and information technology skills. 
• Willingness to maintain a flexible schedule with a rotating shift between 8am-5pm 

• Demonstrated proficiency with MiChart, Epic, Cadence, Outlook, experience preferred.
• Ability to navigate between systems.
• Customer service training.
• Bachelors degree in healthcare administration, Business Administration, Health Information Management, or equivalent background and/or work experience.
• Experience obtaining medical records.
• Experience with complex scheduling.
• Experience working within a large, complex health care setting. 
• Knowledge of University policies and procedures.
• Exceptional interpersonal skills and ability to work well within a team setting.

Work Schedule: Full-Time, Monday through Friday, day shift with variable start and end time based on the needs of the unit. This is not a remote or hybrid schedule and will require onsite presence. 

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 anytime after the minimum posting period has ended.

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