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Posted: 02-May-26
Location: Ann Arbor, Michigan
Categories:
Internal Number: 277101
Basic Function and Responsibility:
Performs all inpatient unit clerical tasks while providing support and customer service to medical staff, patients, visitors, and ancillary personnel. Assists in identifying and resolving operational problems and provides training of new staff members. This position will also be responsible for assisting with the daily operations of the CSR Staffing Office.
Characteristic Duties and Responsibilities:
- Obtain nursing assignments for each shift and program Nursing/Tech assignments into MiChart
- Routinely review the clerical work list and process flagged patient orders in an accurate, thorough, and timely manner. Maintain the work list by indicating the completion of orders as appropriate
- Make arrangements for patient admissions, transfers and discharges on one or more inpatient units
- Update patient information in the appropriate systems following established procedures/systems to ensure the intent of the order is complete
- Ensure that all STAT orders receive immediate attention and follow through
- Answer multiple telephone lines
- Provide customer service to patients, families, visitors, and staff by facilitating business processes i.e. Telephone triage, hospital and community way finding
- Handle all unit communication from internal and external customers promptly while utilizing excellent customer service techniques and maintaining a positive, professional demeanor
- Relay information to clinicians promptly and as appropriate. This includes but is not limited to phones, walk-in customers, patient call lights, faxes, mail and information received via a pneumatic tube system
- Facilitate communication between physicians, nursing staff and the care management teams
- Perform appropriate tasks in emergent situations such as rapid response, code blues, fire/safety events, and escalating security issues
- Provide training to new and temporary unit clerks, and orient staff to new policies and procedures
- Assists in identifying and resolving operational problems including unexpected computer downtime, tube system outages, security issues, and telephone/paging issues
- Maintain accurate census information in electronic, paper and other display formats
- Process confidential medical information in physical or electronic format according to established procedures while ensuring that the information is matched to the correct patient
- Adhere to all HIPAA Privacy and Security Regulations by always maintaining patient confidentiality
- Coordinate and arrange patient transportation (SWAT and Patient Transportation) to and from appointments using appropriate documentation and with consideration of pre-procedure preps, method of transport, and other specific patient needs
- Assist in coordinating and arranging patient transportation at discharge for patients leaving the hospital
- Order unit/patient supplies, equipment, and services via appropriate mechanism, or process
- Provide status updates of requests as appropriate
- File forms according to the established chart order
- Perform tasks associated with the Infant Security System including tracking tags, monitoring security screens, removing devices from patients, and cleaning previously used tags
- Familiarize self with unit procedures and maintain competence via training materials and job aides
- Utilize resources and serve as a resource for other staff
- Complete all assigned mandatory trainings before the assigned deadline
- Ensure that biweekly payroll is updated and submitted before the payroll cut off
Clerical Lead Responsibilities:
- Become proficient in OneStaff coding to assist House Managers with allocation of supplemental staff to units
- Secure Chat Charge Nurses once staffing has been completed with the House Manager
- Take call-offs from CSR Staff (Update OneStaff and Daily Staffing Pages)
- Enter OA/OT pickups into OneStaff for CSR staff that pick up.
- Assist with OA/OT Tracking Logs
- Answer a variety of phone calls (Questions about staffing, scheduling questions, ect.)
- Work collaboratively with Manpower to send out rounding assignments and PCNAW assignments
Supervision Received:
General supervision is received from a designated Nursing Clerical Services supervisor. Clerical staff also receives direction from the charge nurse on the unit on which they are working. Clerical Staff will also receive direction from House Managers and CSR Nursing Supervisors. Staff members in this classification are expected to exercise judgment in the application of policies, methods and procedures.
- Graduation from high school or an equivalent combination of education and experience is necessary.
- Customer service experience necessary.
- Demonstrated excellent interpersonal and problem-solving skills.
- Multitasking ability is essential.
- Ability to work with many details with accuracy.
- Data entry or computer experience is required.
- Strong communication and organizational skills are imperative.
- Maintain strict confidentiality of employee and staffing information.
- Demonstrate professionalism, reliability, and accountability.
- Adhere to organizational policies and staffing procedures.
- Previous administrative, clerical, or office experience preferred.
- Considerable knowledge of medical terminology.
- Experience in a healthcare or staffing environment strongly preferred.
- Knowledge of Hospital policies and procedures.
Work Schedule 7:15a - 3:45p. Including holidays and every weekend.
Full Time - 32 hours - B1 - Med Inn Building
Work Environment
- 24/7 Office Environment.
- Frequent interaction with clinical staff, leadership, and multiple departments.
- Requires managing multiple tasks and deadlines simultaneously.
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.
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.
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.
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.
The University of Michigan is an equal employment opportunity employer.
