Emergency Room Administrative Associate

2 weeks ago

Ann Arbor, Michigan, United States University of Michigan Health System Full time
Position Overview

The Emergency Department at the University of Michigan Health System is dedicated to delivering exceptional healthcare services to both adults and children. We are currently in search of dedicated, compassionate, and patient-focused individuals to enhance our clerical team and contribute to our mission of providing an outstanding experience for our patients, families, and staff.

Role of the Patient Services Associate

The Emergency Department Patient Services Associate (EDPSA) plays a crucial role within the Emergency Department team, offering both clinical and operational support to ensure the highest levels of satisfaction for patients, staff, and faculty. This includes responsibilities across various services, including Adult Emergency Services, Children's Emergency Services, and the Emergency Critical Care Center.

Key Responsibilities
  1. Act as the initial point of contact for patients, families, and visitors to the Emergency Department, establishing a welcoming atmosphere of quality customer service throughout their visit.
  2. Initiate new patient visit records in MiChart upon arrival, ensuring a meticulous and error-free process.
  3. Coordinate and facilitate patient transfers to inpatient units, utilizing MiChart and collaborating with nursing and transport services.
  4. Manage the transfer process for patients coming from outside hospitals, including communication with referring physicians and the Unified Transfer Center.
  5. Oversee patient transfers from the Emergency Department to outside hospitals, ensuring all necessary procedures and documentation are completed.
  6. Initiate and monitor critical team activations as per established protocols.
  7. Provide comprehensive call center support by screening and directing all incoming calls to the Emergency Department.
  8. Retrieve and electronically input essential patient records from external facilities to maintain continuity of care.
  9. Respond to patient requests for assistance via the nurse call system, activating the appropriate care team as necessary.
  10. Facilitate effective communication among team members, ensuring all necessary information is relayed to patients and their families.
  11. Serve as a resource for nursing staff regarding Patient Food & Nutrition Services, ensuring timely and accurate meal tray orders.
  12. Utilize various online systems to procure supplies and equipment for all Emergency Department treatment areas.

Qualifications
  • High School Diploma or equivalent.
  • Minimum of two years' experience in a customer service-focused role.
  • Basic proficiency in computer and data entry skills.
  • Strong organizational abilities with the capacity to multitask and prioritize effectively in a fast-paced environment.
  • Demonstrated excellence in customer service interactions.
  • Consistent attendance and punctuality.
  • Ability to manage stress in a professional manner.
  • Team-oriented individual capable of handling diverse and complex tasks.
  • Effective communication skills with the ability to interact courteously with colleagues, patients, and visitors.
  • Ability to adapt to new information and changing circumstances.
  • Commitment to maintaining confidentiality in all aspects of the role.

Work Schedule

This position requires a commitment to a 40-hour (or 36-hour) work week, with shifts during the day. The Emergency Department operates 24/7, including weekends and holidays, and involves a rotation every other weekend along with a commitment to three holidays annually.

Union Affiliation

This role is part of the bargaining unit represented by the Service Employees International Union - Healthcare Michigan (SEIU), which advocates for members regarding wages, benefits, hours, and other employment conditions.

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