Patient Services Associate

Michigan, United States
12 Oct 2018
End of advertisement period
19 Oct 2018
Contract Type
Full Time

Job Summary

Patient Services Associate position in the Division of Pediatric Gastroenterology. Provide patient care services to the Pediatric Gastroenterology patients by facilitating patient support workflows including procedure appointment scheduling, pre-arrival questions, procedure education, lab result tracking, medication refills, insurance authorization coordinating, and other patient care support responsibilities. Respond to patient inquiries by soliciting solutions and input from the physicians, midlevel providers, and clinic personnel. Within delegated authority, assist and troubleshoot for patients with their health care needs.  Provide relief support where needed in clinic or clinical office. 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.  Supervision received from the Division Administrator and the Medical Director of Pediatric Gastroenterology.


  • Patient phone call triage with the on-call nurses and the patient phone support staff
  • Processing prescription refill requests
  • Scheduling GI medical procedures in the Operating Room by coordinating with the faculty providers, fellow providers, and the Operating Room staff
  • Processing prior authorizations for OR procedures, medications, and formula
  • Developing Hemoccult cards and documenting results
  • Patient education of test and medical procedures
  • Following up with patients on lab results after clinic visits
  • Assisting with patient discharge from clinic as needed
  • Other clinical and patient support duties as deemed appropriate by the Administrator and the Medical Director of Pediatric Gastroenterology

Required Qualifications*

Technical Attributes:High School diploma or GED.  Familiarity with obtaining medical records, patient intake process, or professional medical billing.  Knowledge of and familiarity with the medical terminology.  Experience and proficiency in utilizing computer including standard business computing programs and EMR.  Competency of working in a physician office setting.  2 - 3 years of patient care support experience in academic healthcare.

Qualitative Attributes:Proven interpersonal communication skills and professionalism with the track record of providing high quality customer service to patients, families and staff.  Ability to work collaboratively and seamlessly as an integral member of the Pediatric GI team.  Track record of observing and executing patient confidentiality protocol.  Ability to take initiatives and exercise critical thinking skill to effectively solve problems and improve quality within the framework of patient care support protocols.  Good attendance records. 

Desired Qualifications*

Graduation from a Medical Assistant program or an equivalent combination of education and experience.  Relevant and current patient care support experience in a large, complex academic health care setting.  Familiarity with UMHS electronic medical record systems.  Knowledge of UMHS policies and procedures.

Work Schedule

Required work hours: Monday through Friday, 8 am to 5 pm. Occasional flexibility of work hours during work week may be necessary as determined by patient care support needs. This is a 40 hour/week, full time position.

Background Screening

University of Michigan Health System 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.

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.

Application Deadline

Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

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