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Clinical Support Associate for Emergency Services

2 months ago

Ann Arbor, Michigan, United States University of Michigan Health System Full time
Job 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, empathetic, and patient-focused individuals to become integral members of our clerical team, united in our mission to enhance the experience of our patients, families, and staff.

Role of the Emergency Department Patient Services Associate (EDPSA)

The EDPSA plays a vital role within the Emergency Department team, providing both clinical and operational support to ensure the highest levels of satisfaction for patients, staff, and faculty. This includes services across Adult Emergency, Children's Emergency, and the Emergency Critical Care Center.

Key Responsibilities
  1. Act as the initial point of contact for patients, families, and visitors, establishing a welcoming atmosphere that emphasizes quality customer service throughout their experience.
  2. Initiate new visit records in MiChart for each patient upon their arrival, conducting thorough searches to guarantee an error-free process.
  3. Coordinate and expedite patient transfers to inpatient units through effective use of MiChart and collaboration with nursing and transport services.
  4. Facilitate the transfer process for patients coming from outside hospitals, managing communications with referring physicians and ensuring smooth transitions.
  5. Oversee patient transfers from the Emergency Department to outside hospitals, including bed assignments and necessary consent forms.
  6. Initiate and monitor critical team activations as per established protocols.
  7. Manage complex call center operations by screening and routing all incoming ED calls.
  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 patient care team as required.
  10. Ensure effective communication within the team and with external parties by managing communication devices and attending to assignments.
  11. Receive and relay critical lab results to the appropriate nursing staff.
  12. Collaborate with Guest Services Specialists to manage visitor flow effectively.
  13. Address questions or concerns from patients and families promptly, ensuring they are directed to the appropriate care team members.
  14. Serve as a resource for nursing staff regarding Patient Food & Nutrition Services, ensuring accurate and timely meal tray orders.
  15. Utilize various online systems to order supplies and equipment for all ED treatment areas, working closely with support services and the clinical team.

Qualifications Required
  • High School Diploma.
  • A minimum of two years of experience in a customer service-oriented role.
  • Basic computer proficiency and data entry skills.
  • Strong organizational abilities with the capacity to multitask and prioritize effectively in a fast-paced environment.
  • Proven excellence in customer service.
  • Consistent attendance and punctuality.
  • Ability to manage stress in a constructive manner.
  • Team-oriented with the flexibility to handle diverse and complex tasks.
  • Effective communication skills, treating colleagues, patients, and visitors with respect.
  • Ability to adapt to new information and changing circumstances.
  • Commitment to maintaining confidentiality in all matters.

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, necessitating a rotation every other weekend and a commitment to three holidays annually. Please note that the initial two weeks of orientation will involve a schedule of five days per week on the day/evening shift.

Union Affiliation

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