Patient Services Intermediate (Float)

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 Manager, address your specific interest in the position, your interest in and availability to work a varied schedule, and outline skills and experience that directly relate to this position.

Job Summary

Michigan Medicine Operating Room (OR) and Post Anesthesia Care Unit (PACU) employees are committed to contributing to an exceptional experience for each patient and family. Ensuring a patient and family centered experience is a priority in the care of our patients. The individual chosen for this position will be responsible for meeting the highest standards of customer service including exhibiting a professional and positive image when interacting with patients, faculty and staff. This is a clerical float position for the Pavilion Operating/Recovery Rooms Department. The candidate will learn all clerical areas (Surgery Reception/Check-In, Pre-Op, PACU, OR Front Desk at Pavilion, CVC and UH) to provide absentee coverage and other coverage as needed. This coverage may be planned, but last-minute changes also frequently occur.

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*

The overarching role of our team is to support patients and families through the surgical day and to execute clerical tasks enabling medical providers to spend the most time with the patient. Float clerks cover each of the clerical desks in the Pavilion, UH & CVC Operating Rooms and Post Anesthesia Care Units (PACUs). The operating room front desk, pre-op, and PACU clerical roles are largely behind the scenes positions, assisting and coordinating the people, equipment, schedules, etc. that enable smooth operations in and around the operating rooms. The surgery reception staff check patients in for their procedures and then act as communication liaisons between clinicians and family members, relaying important information throughout the stressful surgical day. Further, the float clerk proactively facilitates/schedules lunch, meeting, etc. coverage, responds to their pager with scheduling changes, and acts as resource for workflow/process improvement projects.

• Warmly meet and greet all patients and families, demonstrating service excellence in these important interactions on the patients? day of surgery
• Exhibit courtesy, exemplary customer service, and professionalism always when interacting in person or fielding and routing phone calls and other communications for patients, families, faculty, staff, etc.
• Provide coverage for breaks, lunches and spikes in workflow or vacations/call-ins depending on the day
• Must be flexible in terms of schedule with regards to days/nights/weekends/etc. coverage
• Communicate their daily schedule with the team and be cognizant of the daily flow at each hospital so they know where they may be needed
• Provide wayfinding, resources (security, social work, maps), and comfort to family members and other guests
• Escort patients/family members to Pre-Operative/Recovery Areas, Surgical Short Stay, consultation rooms and other areas as appropriate
• Act as patient and family advocate; contacting clinicians and others as appropriate to improve the experience
• Use MiChart, and the Family Trackers 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
• Actively participate in team huddles and continuous process improvement
• Communicate, troubleshoot, and escalate concerns and issues
• Adhere to high standards of teamwork by demonstrating adaptability, flexibility, courtesy, and respect; consistently share information and resources with others
• Assist management in training new team members (including providing timely feedback) and maintain accurate, up-to-date training documentation and checklists
• Provide a thorough hand-off at the shift change/after providing breaks
• Work as a team to ensure consistency and efficiency
• Appropriately utilize computers and other University of Michigan resources
• Cultivate an atmosphere of respect, courtesy, and teamwork in speech, manner, and tone
• Orient and provide guidance to volunteer staff
• Complete the required duties at each of the desks
• Respond to inquiries (text, pager, phone calls) within 15 minutes

Required Qualifications*

• High school diploma or General Education Development (GED) credential
• 3-4 years of experience or a combination of education and experience
• Exceptional customer service experience (preferably in a medical environment)
• Flexible in terms of schedule with regards to days/nights/weekends/etc. coverage
• Ability to cover on a regular basis at least 3 locations
• Good investigative skills and strong attention to detail
• Effective problem-solving skills
• Self-direction, motivation, and ability to multitask with minimal supervision
• Ability to prioritize work and manage time effectively
• Demonstrated ability to communicate and collaborate effectively with members of the extended healthcare team
• Multitasking in high-pressure environment
• Excellent attendance record and reliability

Desired Qualifications*

• Knowledge of Perioperative and surgical environments
• Working knowledge of Epic/MiChart, and Microsoft Teams
• Familiar with UMHS policies and procedures.
• Basic medical terminology
• Previous work/volunteer experience in a medical environment
• Customer Service-Focused, Multi-Tasker, Friendly, Patient, Compassionate, Empathetic, Dependable and Responsible

Work Schedule

The Michigan Medicine operating rooms runs 24 hours/day, 7 days/week. This is an onsite floating position and the schedule can vary. While we do much of the scheduling in advance, flexibility with availability outside the schedule hours, including days, nights, and weekends is required and utilized. During training, the schedule will be predictable and will vary between days, nights, midnights, and weekends as each of the desks and each of the shifts are learned.

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 work modes.

Union Affiliation

This position is covered under the collective bargaining agreement between the U-M and the Service Employees International Union (SEIU), which contains and settles all matters with respect to wages, benefits, hours, and other terms and conditions of employment.

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 Statement

The University of Michigan is an equal employment opportunity employer.

262479

Patient Services Intermediate (Float)

Patient Services Intermediate

Michigan Medicine - Ann Arbor

Onsite

Full-Time

Regular

Nonexempt

Um Hospital

MM Oper Rooms - PAV

4/23/2025 - 5/14/2025

$43,680.00 - $56,014.40

Healthcare Admin & Support
Service Employees Intl Union (SEIU)
Surgical Services