Patient Services Assistant: OR Front Desk Weekend Days

University Of Michigan Health System Ann Arbor , MI 48103

Posted 3 weeks ago

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 Team, address your specific interest in the position, and outline skills and experience that directly relate to this position.

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.

Responsibilities*

The Operating Room Front Desk (ORFD) is largely a 'behind the scenes' position, assisting and coordinating the people, equipment, schedules, etc. that enable smooth operations in and around the C&W Operating Rooms and PACUs. As such, this person will oversee and perform Front Desk Operating Room and other clerical tasks, including but not limited to:

  • Getting report from the previous clerk and following up on remaining items as needed.

  • Remaining present at the desk to professionally and courteously answer calls, walk in questions, receive and distribute tubed products, etc. except when needed for work reasons.

  • Developing and maintaining collaborative and collegial interactions and relationships with patients/family members, caregivers, providers, staff and coworkers.

  • Scheduling add-on, urgent and emergent cases.

  • Placing cases from waiting rooms into assigned rooms per Charge Nurse or Charge Anesthesia.

  • Accurately and completely filling out forms (call-ins, Schedule Change Log, etc.)

  • Logging and assisting venders as they come to the desk.

  • Giving access to scrubs as needed and in line with department policies.

  • Paging/assigning/contacting anesthesia and others as needed.

  • Verifying patient locations for patient pick up and putting patients on call as needed.

  • Printing O.R. schedule for charge nurses, anesthesia, etc.

  • Performing billing and cycle counting functions including organizing paperwork, DPCs, counting and documenting cases, etc.

  • Counting all DPCs post-op and compare to schedule case count (write case count on top of schedule), organizing paperwork appropriately for the biller.

  • Logging, paging for and sending out specimens.

  • Printing labels, wristbands, etc.

  • Adhering to high standards of teamwork by demonstrating adaptability, flexibility and consistently sharing information and resources with others.

  • Working well with minimal supervision.

Our entire 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 UMHS resources.

  • Cultivate an atmosphere of respect, courtesy, and teamwork in speech, manner, and tone

  • Once fully trained in this role, the successful employee will have a direct promotional path to the Patient Services Associate level.

Required Qualifications*

  • High School diploma or equivalent and 0-2 years of experience.

  • Knowledge of medical terminology and/or previous experience in a medical setting.

  • 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.

Desired Qualifications*

  • Experience in entering patient information in an electronic health information system.

  • Prior Michigan Medicine experience.

  • Experience with MiChart.

  • Bachelor's degree.

Work Schedule

  • Once fully trained the position is Saturday and Sunday, 5:45am-5:45pm.

  • The initial training for this position will include up to two months of training on the day shift during the week 6am 2pm followed by a few weeks of training on the 2pm 10pm shift before rotating to the weekend shift. There is some flexibility in this so if this training schedule will not work, please indicate your availability in your cover letter.

  • There will be additional meetings and trainings that are outside of those hours. These will be announced in advance and attendance is mandatory.

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. 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.


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Patient Services Assistant: OR Front Desk Weekend Days

University Of Michigan Health System