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Team Lead

3 months ago

Ann Arbor, United States University of Michigan Health System Full time
Job Summary

The Neurology Outpatient Clinic is seeking an experienced, positive, highly motivated, organized person with excellent multi-tasking abilities and record-keeping skills to join our growing team. The Patient Services Senior will provide day to day business operational support within the Neurology Outpatient clinic. The characteristic duties and responsibilities of this position involve providing clerical services, training staff, managing clinic schedules, collecting metrics, monitoring patient access and flow. As well as providing immediate service recovery action to achieve the highest level of patient, employee and faculty satisfaction. The position may evolve overtime to match the changing needs and priorities. This position collaborates other Patient Services Assistants, Associates and reports to the Neurology Operations Manager.

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.

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

Responsibilities*

Responsibilities include but are not limited to:
  • Participate with leadership team to ensure effective clinical operations
  • Promote and facilitate positive communication with the entire health care team
  • May lead team huddles
  • Manage faculty & Resident clinic schedules, including generate new or adjusting existing templates, adding or closing days, conduct as necessary rescheduling of patients due to changes in Provider schedules. Enter and maintain clinical schedules and MiChart grids for rotating fellows and residents.
  • Monitor Provider time away and adjust clinical activity at Taubman Neurology to ensure optimal utilization of resources
  • Ensure that patients with urgent needs are scheduled appropriately and clinic schedules are adjusted to accommodate patient care needs and clinic flow purposes
  • Monitor patient access, patient flow and patient wait time to identify causes, both individual and systemic which may lead to less-than-optimal patient experiences
  • collaborate with Medical Assistant Lead & Associates to ensure proper coordination of services and contribution to patient satisfaction goals
  • Maintain work schedules, review timesheets for accuracy and assists with performance evaluations for other clerical team members.
  • Provide in service training and onboarding for new clerical staff as well as guidance and leadership to the clerical staff, acting as a front-line resource for questions and assistance
  • Manage requests for clerical time off and ensure adequate coverage for all services
  • Ensure timely and efficient services are rendered at check in, check out
  • Monitor quality, productivity and performance of tasks assigned to each clerical workstation
  • Assist in training clerical staff and promoting best patient care practices for service excellence
  • Ensure clerical staff awareness and compliance with best practices, institutional policies as well as Neurology processes and procedures
  • Regularly present as a working lead in the clinic reception area performing both check in and check out duties and monitor patient flow and interactions impacting patient satisfaction
  • Collaborate and perform some billing functions such as prior authorization to ensure proper business and internal control processes are in place upon check in and at check out for onsite collections
  • Interact with patients on a regular basis to assess patient satisfaction with their visit and to address any issues which arise
  • Provider support, education and guidance to a patient throughout their continuum of care
  • Proactively build relationship with patients by regular contact with them to assist in identifying barriers to care

Required Qualifications*
  • High School Diploma or GED
  • 5+ years of experience
  • Knowledge of basic medical terminology
  • Demonstrated ability to lead a team or project
  • Experience facilitating and coordinating a patient's continuum of care, as well as identifying and recommending appropriate resources available
  • Exceptional interpersonal skills and ability to work well within a team setting
  • Communicates effectively
  • Demonstrate active listening, written, verbal and information technology skills.


Desired Qualifications*
  • Bachelor's degree in Social Work, Business Administration, or other related field
  • Three to four years clerical experience in a Neurology outpatient setting
  • Familiarity with U o M Hospitals and Health Centers policies and procedures
  • Ability to fully utilize MiChart (Epic system) to access Ambulatory Care functionality in scheduling, processing collections, generating reports and generating templates.


Work Schedule

40 hrs./week

M-F 8:30-5:30

Work Locations

Taubman Center 1st Floor Rec. C.

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 .

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 anytime after the minimum posting period has ended.

U-M EEO/AA Statement

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