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Patient Services Associate
University of Michigan in Ann Arbor, Michigan
Date Posted 05/25/2022
Admin-Other Administrative Positions
Employment Type Full-Time
Application Deadline Open until filled

How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.


The Emergency Department is committed to the provision of high quality health care services for adults and children. We are actively seeking compassionate, enthusiastic, and patient-oriented individuals to join our clerical team and share our goal of creating the ideal experience for our patients, families and staff.

The Patient Services Associate (PSA) is an essential member of the Emergency Department (ED) team, providing clerical support for patients, staff, families and visitors in Adult and Children’s Emergency Services. With key roles across all ED treatment areas, the PSA has a critical role in ensuring optimal and safe patient care, enabling medical and nursing staff to do their work efficiently and in compliance with hospital policies and procedures.

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
  • Retirement Savings Opportunities


  • Provide exceptional, patient and family centered customer service.
  • Cultivate an atmosphere of respect, courtesy and teamwork in speech, manner and tone.
  • Develop Lean competencies and actively participate in Lean work processes, team huddles and continuous process improvements.
  • As Check-in clerk, partner with Triage team to greet arriving patients, families and visitors.
    • Create electronic health record encounter for new patients presenting to Adult and Children’s Emergency Service.
    • Enroll patient for text message updates.
  • As Unit Host and Visitor Center Liaison, greet and assist visitors and families.
    • Assignments include AES and CES Waiting Rooms and AES Visitor Center.
  • As Unit Clerk, provide operational support to multidisciplinary teams across all ED treatment areas.
    • Respond to patient requests via nurse call system; refer request to appropriate staff.
    • Answer and screen all calls from outside facilities, referring physicians, patients and visitors.
    • Facilitate the transfer of patients to and from the ED from external sites of care.
    • Scan and upload medical documents and diagnostic images to electronic medical record.
    • Respond to emergent situations in a calm and professional manner.
    • Communicate, trouble shoot, and escalate concerns and issues.

Required Qualifications*

  • High School diploma or an equivalent combination of education and experience is necessary.
  • 2 years of experience in a face to face, high volume customer service setting.
  • Demonstrated excellent verbal and written skills.
  • Ability to work well independently as well as collaboratively within a team setting.
  • Strong organizational and prioritization skills are required along with outstanding customer service skills.
  • Demonstrated record of excellent attendance, punctuality and dependability.
  • Exhibits professional and positive image when interacting with others
  • Able to handle multiple responsibilities in a fast-paced environment with accuracy.
  • Demonstrated ability to work well under pressure and meet deadlines.
  • Demonstrated strong problem-solving skills.
  • Ability/Flexibility to move from position to position during the shift of work.
  • Exceptional interpersonal skills.
  • Demonstrated active listening, written, verbal, and information technology skills.

Desired Qualifications*

  • One-year ED, acute care or clinic experience
  • Experience with Epic or other electronic health record.
  • Demonstrated proficiency with Microsoft Office applications, MiChart, Outlook, and the ability to navigate between these systems.
  • Experience working within a large, complex healthcare setting.
  • Knowledge of Michigan Medicine policies and practices

Work Schedule

This is a 40 hour per week day shift position. The Emergency Department is a 24/7 unit including weekends and holidays. Employment requires set every other weekend rotation and a three holiday commitment annually. Please note that the work schedule for the first two weeks of orientation will be 5 days/week on the day shift.

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.

U-M COVID-19 Vaccination Policy

COVID-19 vaccinations, including boosters when eligible, are required for all University of Michigan students, faculty and staff across all campuses, including Michigan Medicine.  This includes those working remotely.   More information on this new policy is available on the Campus Blueprint website or the UM-Dearborn and UM-Flint websites.

*Please mention academicjobs.net to employers when applying for this job*
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