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Mission Statement

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.

Job Summary

The Cutaneous Surgery and Oncology/Mohs Ambulatory Care Unit is seeking a self-motivated, compassionate, enthusiastic, patient-oriented Patient Services Intermediate who will share in the goal of creating the ideal experience for our patients, families, staff, and faculty. This individual will be responsible for supporting the unit?s internal call center team, managing urgent skin cancer referrals, assisting with patient care coordination via close partnership with nursing clinical care coordinators, scheduling patients across multiply specialties and locations, and facilitating professional patient care that reflects excellence on the unit. Duties include processing paperwork, referral intake, scheduling appointments, answering telephone calls, assisting with patient and family inquiries, performing patient check-in and check-out coverage when needed, operating the clinic paging system, in-basket system management assistance, and communicating effectively via multiple channels of faculty and staff across Michigan Medicine.

Responsibilities*

• Staff the internal call center to answer incoming patient calls, and perform outgoing calls to patients for scheduling/clerical questions
• Support check in and check out responsibilities when needed
• Process disability and FMLA paperwork for patients
• Support obtaining medical clearance documents for patients
• Manage internal patient lists to prioritize urgent patient scheduling appropriately
• Support clinical care coordinator nursing team with scheduling directives, patient intake clerical needs, and/or other directive provided by nursing team
• Responsible for providing complex scheduling and care coordination services for the department clinical staff including requesting medical records from multiple healthcare centers. Coordinating with multiple medical teams, and triaging appointment requests to appropriate departments.
• Schedule appointments with multiple providers/disciplines and diagnostic areas.
• Coordinate with other department schedulers to optimize use of service block time at other units across Michigan Medicine.
• Manage daily work queues and along with supervisor, set work standards
• Accurate data entry and appropriate patient scheduling results
• Other duties as assigned

Required Qualifications*

• Graduation from high school or an equivalent combination of education and experience.
• Minimum 3 years of customer service experience within a medical environment.

Desired Qualifications*

• Prior experience working across teams performing complex scheduling.
• Effective verbal and written communication skills.
• Ability to work well independently as well as collaboratively within a team setting.
• Proven ability to provide excellent, patient-centered customer service.
• Strong organizational, problem-solving and prioritization skills. Proven ability to multi-task and work in a high-volume area.
• Experience handling patient telephone calls.
• Knowledge of dermatologic medical terminology.
• Knowledge of University policies and procedures.
• Familiarity with Michigan Medicine electronic medical record systems.

Why Join Michigan Medicine?

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

Modes 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 will work on site at the Rogel Cancer Center in the physical clinic spaces, unless otherwise directed by hiring department.

Additional Information

General supervision is received from the Administrative Manager and the clinic lead. Staff members in this classification are expected to exercise judgment in identifying problems, seeking, and implementing solutions.

This position requires moderate standing/walking, as well as lifting, positioning, pushing of office materials.

This description is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

Union Affiliation

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.

Background Screening

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.

Application Deadline

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 any time after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an equal employment opportunity employer.