Brighton Center for Specialty Care is seeking an energetic, customer focused team player to join our staff as a Patient Services Associate, working as part of our Medical Records Team. This is a hybrid position.

Basic Function and Responsibility:

Primarily responsible for retrieving, organizing, and maintaining patients? health information.  Must communicate effectively with physicians, clinical staff, and outside institutions to obtain proper documentation as needed.  Facilitates communications between patients, public, referring physicians and other health care providers seeking access to UMHS clinical and/or administrative personnel or services. Responsible for accurate and efficient imaging of all medical records and other documents received, including uploading documents to Radiology.  Prepare, verify, and maintain records and requisitions to be scanned into MiChart. Request outside records, process records in time for future appointments, and ensure medical records are scanned properly and promptly upon receipt.

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

• Provide information, services, and support to referring physicians, consumers, UMHS staff and faculty, and other healthcare professionals via multimedia communication channels.
• Review physician schedules and appointments for requesting records. 
• Contact outside organizations to request records for new patients seen in the BCSC Clinic.
• Organize, file, upload, and/or image all patient data upon receipt of information.
• Respond to requests for medical records from internal faculty and external referring physicians and answer inquiry phone calls.
• Retrieve, review, and audit medical record intake for accuracy and completeness.
• Document all requests and inquiries according to department standards. 
• Communicate/collaborate with internal and external customers to ensure an integrated approach to service.
• Utilize superior telephone technique, customer service etiquette, service recovery, and e-mail/web communication skills to meet the individual needs of UMHS customers.
• Complete other related tasks including mailroom responsibilities, handle fax/server, respond to in-basket and email requests.
• Other duties as assigned.

• High School diploma or GED.
• Demonstrated record of excellent attendance.
• Demonstrated active listening, written, verbal and information technology skills.
• Exceptional interpersonal skills and ability to work within a team setting.
• General office practices, ability to understand medical documentation and diagnosis.
• Strong organization and prioritization skills are required along with excellent customer service skills.
• Exhibits professional and positive image when interacting with patients, faculty, and staff.
• Able to handle multiple responsibilities in a fast-paced environment.
• Demonstrates strong problem-solving skills.
• Ability to communicate effectively

• Demonstrated call quality and customer service delivery excellence. 
• Demonstrated competency to cross cover in a variety of Specialties.
• Proficiency with MiChart, LifeImage, Prosolve, Syngo Dynamics, and Microsoft Excel and Outlook.
• Knowledge of shipping and mailing methods, speeds, and web applications.
• Previous experience working with clinical staff (nurses, mid-level providers, and physicians).
• Previous experience requesting and uploading medical records.
• Prior Cadence, MiChart and Cisco phone systems experience.
• Experience working within a large, complex healthcare setting.
• Knowledge of university policies & procedures.
• Clerical experience in medical hospital/office setting.
• Knowledge of medical terminology. 

This is a full-time position, working Monday through Friday. Typical hours are from 8:00AM-5:00PM. After initial onboarding and training, this position could become eligible for a hybrid mode 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.

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.