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.

Job Summary

The Mary A. Rackham Institute (MARI) at the University of Michigan is currently hiring for the position of Patient Services Associate. As a vital member of our team, you will play a crucial role in providing frontline support to our clients. This involves handling incoming calls and assisting individuals with various tasks, including scheduling appointments, facilitating check-ins, processing co-pays, and ensuring clients complete necessary paperwork.

Who We Are

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 85 years ago, MARI is comprised of three units: the Psychological Clinic, University Center for the Child and Family, and University Center for Language and Literacy. MARI remains one of few clinical providers administered through central campus (i.e., we are not part of Michigan Medicine).

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 2023 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 front office 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 and check-out, including 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, new client forms, measures and insurance cards, and set-up of clinical-based questionnaires 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 and retreats as well as potentially serving on additional committees like strategic subcommittees and/or process improvement projects, as time allows.

Required Qualifications*

High school diploma or equivalent.
1-2 years of working in a healthcare setting (or related field), completing administrative tasks with sensitivity and accuracy.
Demonstrated commitment to valuing diversity and actively contributing to an inclusive working and learning environment.
Excellent verbal, written, interpersonal, and organizational skills.
Excellent customer service skills and comfort discussing and collecting co-pays.

Desired Qualifications*

Demonstrated experience with Google Workspaces.
Previous Zoom experience.
Previous experience using an electronic medical record system.

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.

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; occasional evening hours are required.

Additional Information

MARI is committed to fostering a diverse, equitable, and inclusive workplace where every employee feels valued and empowered. We believe that a diverse workforce contributes to our success and enriches our organizational culture. We welcome and encourage candidates of all backgrounds, experiences, and perspectives to apply.

Union Affiliation

This position is included in the bargaining unit represented by the Service Employees International Union - Healthcare Michigan (SEIU), which represents bargaining unit members in all matters with respect to wages, benefits, hours, and other terms and conditions of employment.

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.

U-M EEO/AA Statement

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