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Trinity Health Patient Service Representative - Outpatient Behavioral Health (full-time) in Ann Arbor, Michigan


Performs a variety of clerical duties such as word processing, typing, completing moderately complex forms, and maintaining records, files and systems. Coordinates meetings, answers telephones, opens mail, greets and directs visitors.


Completes, prepares and assembles a variety of moderately complex forms, charts and records as prescribed. Contacts other departments and information sources to obtain necessary information. Reviews for accuracy and completeness. Flags and locates missing information.

Performs typing and/or word processing of correspondence, documents and reports, usually from rough draft or machine dictation. Proofreads prepared materials for accuracy. Organizes workload to adhere to established deadlines and priorities.

Maintains departmental record-keeping and filing systems including records related to personnel, payroll, attendance, billing, work and purchase orders. Performs necessary calculations. Updates records and files, using manual and computerized filing systems, including spreadsheet data entry. Processes reports.

Responds to routine inquiries from departmental personnel regarding departmental services, purchase requisitions, records and other matters of a factual nature. Acts as contact person for information requested by other departments. Obtains and relays information on behalf of department staff.

Maintains departmental computer database files and data used for quality assurance and/or statistical reporting purposes. This may include obtaining, clarifying, compiling and entering information, assisting in data retrieval, and preparing and distributing reports.

Receives and responds to requests for release or verification of information. Locates, orders and retrieves requested data from files. With proper authorization, copies and routes pertinent records and information to requestors. Maintains logs of work activities.

Coordinates arrangements for meetings and special functions, including scheduling, catering, preparing materials, and follow-up activities. Under supervision, may record and prepare basic meeting minutes. Maintains calendars and schedules of supported personnel.

Answers telephone and routes calls appropriately. Takes and relays messages according to established procedures.

Opens, sorts, screens and routes incoming mail, with authority to open personal and confidential mail. Processes outgoing mail and packages.

Receives and greets visitors, patients and/or employees. Ensures amenities are available. Notifies appropriate staff, and directs visitors and deliveries to appropriate areas. Answers routine questions; provides basic information and assistance with departmental procedures.

May schedule appointments for patients or other visitors, following established scheduling guidelines and procedures. May gather information from patients/visitors and perform registration and/or processing tasks such as completing related forms and records, and entering information into computerized systems.

Orders and maintains office and/or medical supplies. Keeps work and visitor areas clean and well-organized.

Assists in orientation and training of new clerical staff members.

Performs a variety of general clerical duties, such as copying, collating, running errands, assembling and distributing packets, mailings and memos. Also performs duties and projects specific to the functions and needs of the department.

Maintains good rapport and cooperative relationships. Approaches conflict in a constructive manner. Helps to identify problems, offer solutions and participate in their resolution.

Maintains the confidentiality of information acquired pertaining to patient, physicians, employees and visitors to St. Joseph Mercy Hospital. Discusses patient and hospital information only among appropriate personnel in appropriately private places.

Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.

Behaves in accordance with the Mission, Vision and Values of St. Joseph Mercy Health System.


High school diploma or equivalent combination of education and experience. Additional formal clerical and computer training desirable.

Familiarity with clerical support procedures, usually gained through one or more years of clerical office experience.

Proficient with at least one word processing and one spreadsheet software package.

Accurate typing, data entry and transcription skills. Accurate spelling and grammar, and proofreading skills. Strong attention to detail. Knowledge of medical terminology for transcription.

Telephone skills and ability to operate office equipment such as personal computers, copiers, fax machines and printers.

Interpersonal skills to effectively communicate with a wide range of staff, physicians, medical professionals, patients, visitors and other organizational personnel, in order to relay and obtain information.

Analytical skills to gather and interpret routine data, maintain moderately complex records, and compile/calculate routine billing, payroll and/or statistical figures.

Organizational skills to prioritize multiple tasks, meet deadlines, and adapt quickly to changes and interruptions.


Normal office environment, or combined office and patient care environments.

Occasional lifting of up to 25 pounds, bending, standing and walking.

The information provided in this document is intended to describe the general nature and level of work expected to be performed by the people assigned to this job. This document is not meant to be an exhaustive list of all duties, responsibilities, skills and working conditions associated with this job.


Job Number: 00162411

Location: Ann Arbor, MI

Organization Name: Saint Joseph Mercy Health System

Facility: SJSEMI - SJMHS Behavioral Services

Employment Type: Full time

Shift: Day Shift

Hours: 40