Patient Services Intermediate/associate

Patient Services Intermediate/Associate

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.

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.

We are actively seeking compassionate, enthusiastic, and patient-oriented individuals who will share in the goal of creating the ideal experience for our patients, families, and employees. As an integral member of the Pediatric Rehabilitation team, you will play an important role and share our priorities which include high quality medical care, excellent customer service, safety of our staff and patients, efficiency, employee satisfaction, stewardship of resources and the ideal patient experience.

Excellent medical, dental and vision coverage effective on your very first day. 2:1 Match on retirement savings.

Responsibilities

• Provide exceptional customer service, greet patients, and perform check-in and check-out functions.
• Accurately and efficiently schedule patient appointments (therapies, physician clinics as well as multidisciplinary clinics.)
• Initiate and respond to telephone encounters/in-basket messages in a timely manner to ensure optimal patient care.
• Provide clerical support to clinical staff as related to front desk responsibilities.
• Collect patient copays/payments, reconcile cash drawer in Cadence and run settlement reports.
• Perform opening/closing duties of front desk including but not limited to cash drawer, credit card check.
• Provide support as it relates to processing paperwork requests- including plan of care, detailed written orders, letter of medical necessity, etc.
• Provide backup support as it pertains to the patient no show process- including patient outreach/education and documenting in MiChart, send appropriate follow-up letter and rescheduling appointments.
• Provide backup support as it pertains to charge reconciliation.
• Manage daily work queues including the hospital account records work queue and the therapy referral/order WQ. This entails outreach to patients to schedule patient appointments per the triage tool.
• Actively participate in continuous improvement initiatives and make recommendations to ensure high quality and efficient process flows.

Required Qualifications

Patient Services Intermediate:

• Graduation from high school or an equivalent combination of education and experience.
• Minimum 3 years of experience.

Patient Services Associate:

• Graduation from high school or an equivalent combination of education and experience.

Desired Qualifications

• Exceptional interpersonal skills.
• Must be organized, multi-tasking self-starter and self-motivated with strong problem-solving skills.
• Position requires individual to be flexible and exhibit professionalism in all interactions and communications.
• Strong and effective communication skills.
• Demonstrates active listening, written, verbal and information technology skills.
• Working knowledge of basic medical terminology.
• Prior experience performing complex scheduling.
• Ability to work well within a team.
• Demonstrated proficiency with MiChart, Epic, Cadence, Outlook, experience preferred.
• Bachelor's Degree in Healthcare Administration, Business Administration, Health Information Management, or equivalent background and/or work experience.

Patient Services Intermediate:

• 3 or more years of customer service experience within a medical environment.

Patient Services Associate:

• 1 year of customer service experience.

This will be a Full-Time (Non-Exempt), 40 hours per week; Monday to Friday schedule. Opportunity to work remotely one day a week.

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.

This position may be underfilled at a lower classification depending on the qualifications of the selected candidate. 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.

The University of Michigan is an equal employment opportunity employer.