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Patient Services Associate OR/PACU
Job Opening ID: 185923
Work Location: Michigan Medicine - Health Sys
Ann Arbor, MI
Full Time/Part Time: Full-Time
FLSA Status: Nonexempt
Organizational Group: Um Hospital
Department: UMH Post Anes Care Unit - UH
Posting Begin/End Date: 3/24/2020 3/31/2020
Paid Time Off: Yes
How to Apply
A cover letter included as the first page of your resume is required for consideration for this position. The cover letter should be addressed to Hiring Manager, address your specific interest in the position, and outline skills and experience that directly relate to this position.
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.
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.
The overarching role of our team is to execute clerical tasks enabling medical providers to spend the most time with the patient and facilitating smooth patient flow through the system. The person in this position will be providing clerical support to PreOp and PACU patients incorporating the Surgery Reception, Preop and PACU roles. The Surgery Reception role acts as communication liaisons between clinicians and family members by relaying important information in addition to checking patients in for surgery or procedures. PreOp and PACU clerical roles are largely behind the scenes' positions, assisting and coordinating the people, equipment, schedules, etc. that enable smooth operations in and around the operating rooms. This person may rotate to other desks within the clerical team and/or be assigned projects.
In each of the clerical roles our team is expected to:
- Warmly meet and greet all patients and families while demonstrating service excellence during these important interactions on the patients' day of surgery.
- Exhibit courtesy, exemplary customer service, and professionalism at all times when interacting in person or fielding and routing phone calls and other communications for patients, families, faculty, staff, etc.
- Act as patient and family advocate; contacting clinicians and others as appropriate to improve the experience. Provide way-finding, resources (security, social work, maps), and comfort to family members and other guests.
- Use multiple software programs and other resources to confirm that patients flow through the system in a timely well-documented manner.
- Provide clerical support when needed; participate in other duties or projects as assigned.
- Identify process improvement opportunities, implement improvements and/or work with teams to implement larger initiatives. Develop Lean competencies and actively participate in Lean work processes, team huddles and continuous process improvements.
- Communicate, trouble shoot, and escalate concerns and issues.
- Understand and develop competencies related to complaint resolution and service recovery.
- Adhere to high standards of teamwork by demonstrating adaptability, flexibility, courtesy, and respect; consistently share information and resources with others.
- Assist management in the training of new team members and volunteers (including providing timely feedback) and assist in the maintenance of accurate, up-to-date training documentation and checklists.
- Work as a team member to ensure consistency and efficiency.
- Appropriately utilize computers and other University of Michigan and Michigan Medicine resources.
- Cultivate an atmosphere of respect, courtesy, and teamwork in speech, manner, and tone.
- High School diploma or equivalent
- Minimum 2 years of experience
- Exceptional ability to develop and maintain collaborative and collegial interactions and relationships.
- Ability to work in a fast paced team environment with patients, faculty, residents and staff.
- Ability to keyboard with speed and accuracy and reasonable knowledge of business software and computer applications.
- Excellent communication, organizational and prioritization skills.
- Previous experience demonstrating excellent attention to detail and ability to multi-task.
- Excellent attendance record. Ability to prioritize assignments and workload.
- Ability to provide and receive constructive feedback and to seek constructive approaches to resolving workplace issues.
- Prior Michigan Medicine experience.
- Experience with MiChart.
- Bachelor's degree.
- Knowledge of medical terminology and/or previous experience in a medical setting.
- Experience in entering patient information in an electronic health information system.
The hours vary/change based on department needs.
The training for this position will likely involve 8-hour shifts starting between 4:30am and 9:30am and ending 8.5hrs later.
Once fully trained there will be meetings and trainings that are outside of the normal work schedule. These will be announced in advance and attendance will be mandatory.
Though not required, overtime will likely be available to the successful candidate once fully trained.
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.
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.
To apply, visit https://careers.umich.edu/job_detail/185923/patient_services_associate_orpacu
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