Patient Services Intermediate in the Neurosurgery Contact Center provides both patient clinic and procedural scheduling services for all patients referred to neurosurgery, and related communications for a complex multiple physicians’ practice servicing a patient population and its referring providers. Patient scheduling services are also provided for diagnostic testing and pre-post procedural practices. Facilitation of various surgical scheduling functions and coordination with other surgical team schedulers to optimize the use of neurosurgical service block time at operating rooms and interventional suites. Patient Services Intermediate responds to a volume of telephone inquiries following Michigan Medicine and departmental procedures. Patient Services Intermediate is responsible for meeting the highest standards of customer service while providing effective communication with the patients, public, payers, referring physicians, and other health care providers. Patient services representative will maintain excellent rapport, via the telephone and/or in person, with patients, faculty, and staff, within a team setting. Primary functions are organized within/for the spine surgery sub-specialty pod.
Coordinate provider clinic schedules, patient and procedural scheduling for all patients referred to Neurosurgery in a timely manner
Complex management of diagnostic testing and pre-post procedure scheduling, as well as coordination with clinical research trial requirements
Schedule surgical procedures for multiple surgeons. Cancel and reschedule OR cases as needed. Confirm/verify OR cases with the appropriate operating rooms on a daily basis and maintain a surgery calendar
Communicate with the patient to confirm OR dates and times. Inform patients of next steps in the scheduling process, including preparation, information, and other established guidelines
Relinquish OR time if surgeon does not have cases to fill the rooms. Utilize available OR rooms for other dedicated surgeons with OR cases needing OR availability.
Provide expert skill at clinic scheduling/grid management and adherence to standard work procedures, including thorough documentation standards. Opening and closing schedules, rescheduling patients according to Ambulatory Care Operating Principles
Anticipate and problem solve issues with clinic and ancillary testing schedules
Manage daily work queues, and assist with monitoring/management of referral work queue
Ensure accurate health information, including imaging of documents to electronic medical record, to support continuity of care
Initiate, route, and follow-up on patient communications using MiChart.
Manage phone calls from internal and external customers related to surgery
Provide back-up support to the Neurosurgery Authorization Coordinator
Work independently and as a team player
Provide excellent customer service to patients, physicians and coworkers.
Staff members in this classification are expected to exercise judgement in identifying problems, seeking and implementing solutions
Additional duties and responsibilities as assigned
Advance Michigan Medicine Patient care through administrative support of faculty work advancing patient care
High School Diploma or GED.
3 – 4 years of office experience.
Knowledge of basic medical terminology.
Familiarity with obtaining medical records or professional medical billing.
Financial counseling experience for healthcare patients.
Exceptional interpersonal skills and ability to work well within a team setting.
Proficient in Microsoft Word and Excel
Solid typing/keyboard skills
Demonstrates active listening, written, verbal and information technology skills.
Experience working within a large, complex health care setting.
Familiarity with UMHS electronic medical record systems.
Knowledge of University policies and procedures.
Knowledge of UMHS scheduling practices.
Experience with computerized patient scheduling systems.
Experience working with Michigan Medicine phone systems.
This is a full time position; Monday through Friday, shift hours are normally from 8:00am – 4:30 pm (shift hours could have some minimal flexibility and potentially be changed based on the operational needs and/or work-life balance of personnel). As part of Michigan Medicine’s Flexible First Workplace initiative, this position has a potential opportunity for a hybrid (both onsite work and remotely) work arrangement based on business needs of the unit.
The Success Patterns for this position are:
Excellent customer service skills
Willingness and ability to learn quickly
Knowledge of and/or ability to learn to work as part of a team-oriented environment
Knowledge of and/or ability to solve problems
Strong attention to detail & accuracy
Accountable for performance; open to feedback and training for professional development
Successful Candidates will have the following Personal Characteristics:
High enthusiasm and energy
Willing to go the extra mile in all aspects of the job
Respect for people, and hard work
Willingness to challenge, and better yourself
Flexible, self-motivated, and detail-oriented
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.
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 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.
U-M COVID-19 Vaccination Policy
COVID-19 vaccinations, including boosters when eligible, are required for all University of Michigan students, faculty and staff across all campuses, including Michigan Medicine. This includes those working remotely. More information on this new policy is available on the Campus Blueprint website or the UM-Dearborn and UM-Flint websites.
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.