To be considered for this position, a cover letter is required and should be attached as the first page with your resume.  The cover letter should address why you believe you would be a good fit for this position and an outline of your skills and customer service experience that would be applicable to this position.

Physical Medicine and Rehabilitation (PM&R) is dedicated to providing high quality health care services for adults.  We are actively seeking compassionate, enthusiastic, motivated, patient-oriented individuals who will share in the goal of creating the ideal experience for our patients, families and employees.

As a Patient Services Associate for PM&R, you will serve as a positive role model on the clinic administrative team.  Your duties will require you to act as a change agent who promotes process improvement and sharing of best practices with the team.  Be part of building a culture that promotes teamwork, open and honest communication and collaboration with all customers; internal and external. Coach and support other team members to promote improvement and positive performance, embodying service excellence.

Provide exceptional customer service to patients and families by meeting the highest standard of support for an outpatient clinical practice. Our front desk team works with patients and families, physicians and other team members to facilitate return visits, fax server, SignNow, MiChart Inbaksets, referral requests and the scheduling of specialty services.

• Customer Service:  Provide exceptional customer service to patients and families, coordinating business functions at check-in and check-out desks.  Checking patients in and out, scheduling future appointments, obtaining payments for services.  Requesting and processing all patient payments, both co-pays and outstanding balances.  Accurately reconcile and balance receipts and payments collected.
• Scheduling: Use MiChart(EMR) to schedule/re-schedule appointments. Schedule patients for consultations in other clinics and diagnostic studies. Maintain and update appointment schedules based on change in availability of medical and other professional staff. 
• Patient Records:  Determine existence of previous registration and obtain, verify and update insurance, financial, statistical and demographic information with the patient.
• Education and Training: Maintains current competencies and mandatory training. Attends mandatory clinic and hospital training programs.  Actively participates in clinic and/or staff meetings.
• Leadership: Serves as a positive role model and is an integral member of the front desk team.  Communication is effective and positive with the entire health care team. Demonstrates proactive problem-solving skills, ability to multi-task and takes the initiative to identify, act, and follow through on problems.  Can consider the impacts of decisions/changes beyond the immediate work group.
• Administrative workflow:  Maintain department fax server, SignNow, and MiChart inbasket workflow by processing patient care forms to the providers for completion and documenting encounter note in MiChart.

• High School Diploma or GED and 0-2 years of experience
• Ability to explain basic insurance coverage and co-pays to patients and share outstanding balance information to the patient and/or guarantor.
• Position requires individual to be flexible and must exhibit a professional and positive image when interacting with patients, faculty and staff in person and over the phone.
• Seeks constructive approaches to resolving workplace issues.
• Shows willingness to learn new ways(changes) to accomplish work
• Accomplishes work in ways that maximize productivity and available resources while minimizing waste.
• Exceptional interpersonal skills and the ability to work well within a team setting.
• Excellent customer service and communication skills.
• Ability to take direction and receive feedback.
• Effective time management skills.
• Must have documented history of excellent attendance and punctuality.
• Moderate standing/walking, as well as lifting, positioning, pushing and/or transferring patients.
• Demonstrated active listening, written, verbal and information technology skills.

• Organized self-starter and motivated with strong problem-solving skills
• Able to work well in a team setting, demonstrate excellent customer service and communication skills, and the ability to work well with others.
• Considerable knowledge of third-party reimbursement policies and procedures.
• Knowledgeable with various types of insurances
• Ability to understand medical terminology and coding.
• Understanding of managed care plans
• Knowledge of MiChart (Cadence and In Baskets)-ability to efficiently navigate the electronic medical record.  Able to identify the best available appointment type to meet the patient, clinic and provider needs/requirements.
• Knowledge of University of Michigan Health Systems Policies and Procedures.
• Recent experience in an Outpatient Clinic setting-able to identify "red call" and "yellow card" situations and respond appropriately.
• Demonstrated proficiency in MS Outlook, Skype for Business, Microsoft Word/Excel.

8:30 a.m. - 5:30 p.m., Monday through Friday

Burlington Building, Ann Arbor MI 48108

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.