Patient Services Intermediate/Associate

University Of Michigan (The Regents @ Ann Arbor)•Ann Arbor, MI

36d•Hybrid

About The Position

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 one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. 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.

Requirements

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

Nice To Haves

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.

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.