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.

Summary

Are you interested in supporting mental health and language and literacy services at a high-quality, long-standing clinic? The Mary A. Rackham Institute (MARI) at the University of Michigan is seeking a patient services associate. In this position, you are at the front line of the work we do at MARI, taking calls and helping people figure out next steps in the process, such as scheduling appointments, checking people in for appointments, collecting co-pays, and getting clients set up with paperwork.

MARI provides mental health and language and literacy services to members of both the U-M community as well as the general public. Established more than 80 years ago, MARI remains one of few clinical providers administered through central campus (i.e., we are not part of Michigan Medicine).

The patient services associate is an onsite position that is key in building client relationships as the first point of contact, either on the phone or in-person (with COVID safety precautions in place). Strongest candidates will have some experience in a healthcare or behavioral healthcare setting and a customer-focused approach. 

Who We Are

Learn More About the Work We Do at MARI

• Visit the Get to Know MARI page to learn more about our Institute. The page was designed for recruiting trainees, but provides insights into our training approach, the people involved, our office, and life in Ann Arbor. 
• Check out the 2020 MARI annual report to learn more about the depth and volume of services we provide, who our clients are, and more. 

Why Work at Michigan?

As an employee at U-M, you have access to an excellent benefits package, including generous time off, multiple health insurance plan options, the option to enroll in a free dental insurance plan, retirement match (after 12 months), retail and service discounts, and more! 

Responsibilities*

As part of the patient services team, you will work alongside committed, knowledgeable colleagues who ensure compassionate and helpful interactions for MARI clients.  The day-to-day job responsibilities of this position include: 

• Call center support (see details below).
• Welcoming clients for check-in (with COVID-19 screening process in place) and closing out their appointment with check out and collecting co-pays. 
• Scheduling appointments for new and existing clients. 
• Auditing client and clinical schedules for accuracy.
• Distributing client digital paperwork including patient statements, new client paperwork, and customer satisfaction surveys.
• Collecting signed consent forms and copay insurance cards and set-up of the Personality Assessment Inventory (PAI) for certain clients. 
• Helping out as necessary on other tasks and responsibilities.

Call center support frequently includes performing intake interviews over the phone and responding to client inquiries for clinical services. Intake interviews are focused on determining if MARI services are appropriate and require asking potential clients for in-depth, personal information, so being comfortable with asking questions and sensitivity to personal issues is required. The patient services associate is responsible for accurately entering client details into the MARI electronic medical record. 

Administrative Support for Continued Operations
Additionally, the patient services associate provides administrative support to clients, clinicians, psychiatrist, and training directors. This includes assisting with onboarding and termination of new staff, trainees, and volunteers. This role may also help keep operations moving through ordering office supplies, filing, mailing, and scanning as necessary, and coordinating building maintenance needs as necessary. 

Participating with Teams and Committees
As part of the MARI team, you will also be expected to participate in all-staff town hall meetings as well as potentially serving on additional committees like strategic subcommittees and/or process improvement projects, as time allows. 

Required Qualifications*

All candidates who are interested and have some experience in healthcare call centers or patient services positions are encouraged to apply. Strongest candidates will have the following work experience coming into the role: 

• High school diploma or equivalent
• 1-2 years of working in a healthcare setting (or related field), completing administrative tasks with sensitivity and accuracy. 
• Excellent verbal, written, interpersonal, and organizational skills.
• Proven ability to work with faculty, students, and staff.
• Outstanding attention to detail. 
• Ability to maintain individual rights to privacy and confidentiality (i.e., HIPAA and PHI protection). 
• Excellent customer service skills and comfort discussing and collecting co-pays.
• Demonstrated experience with Google Workspaces, including Gchat, Gmail, Google docs, sheets, calendar, and forms. 
• Previous experience scheduling and managing Zoom meetings. 
• Previous experience using an electronic medical record system.

Desired Qualifications*

• Associate’s or Bachelor’s degree in psychology, social work, public health. 
• Experience with the software Qualtrics.
• A willingness and interest in learning new software skills.

Work Locations

PLEASE NOTE: Initially, this position will be 100% onsite, however remote work options may be available in the future. Hours are 7:30 a.m. - 4 p.m. Monday through Friday, but may change as MARI office hours expand; some evenings are required. COVID-19 safety protocols are in place to keep everyone safe, including face coverings, vaccination requirements and access to testing.

Background Screening

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks.  Background checks are performed in compliance with the Fair Credit Reporting Act.

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.

Vaccine Requirements

COVID-19 vaccinations are required for all students, faculty and staff working in the following areas: Michigan Medicine including the Medical School, Dental School, University Health Service or the Mary A. Rackham Institute.  This includes those working remotely and temporary workers.   More information on this new policy is available on the U-M Health Response.

U-M EEO/AA Statement

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