Patient Services Associate/Assistant

Mission Statement

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.

Why Join Michigan Medicine?

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 .

Michigan Medicine is comprised of over 30, 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.

What Benefits can you Look Forward to?

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

Responsibilities*

• This position will assess the needs of our patients and providers utilizing the highest standards of customer service delivery.
• Work collaboratively with all members of the clinic health center team; physicians, registered nurses, medical assistants and clerical staff in the delivery of care to patients and families.
• Participate in continuous quality improvement initiatives which may include attending monthly clinic health center meetings.
• Confirms Referring Provider and / or Primary Care Physician information. Gather and verify patient demographics, insurance and other pertinent information.
• Obtain managed care referrals and / or authorizations. Provide patient with information regarding past balances.
• Maintains and tabulates appointment data as needed. Notify patients of appointment changes.
• Prepare patient itinerary and all other appropriate correspondence for mailing.
• Accurately and efficiently schedule / reschedule appointments in Cadence, document and send to the correct location. Initiate or follow up on messages in the MiChart inbasket daily.
• Accurately record phone messages and forward to appropriate location.
• Manages pre-arrival functions to assure all necessary information has been obtained for clinic visits.
• Serves as a resource for providers and other staff, patients, and outside third parties for insurance authorizations and other managed care related issues.
• Manages admin support inbasket.
• Responds to patient inquiries related to special requirements of insurance plans, directing patient to insurance carrier as needed to address coverage and benefit questions
• Provide check in and check out duties.
• Assists patients with payment questions on the phone or in person.
• Collects payments, co-pays and past due balances at patient check-in or check-out using established department guidelines.
• Reconciles clinic cash collections and credit card transactions daily according to specified clinic standards.
• Ensures completeness of visit information including type of visit, reason for service, charge for service and diagnostic codes for processing professional and facility charges.
• Participates in creating efficient patient flow coordinating with nursing / medical assistant staff and faculty.
• Utilize superior in person or telephone techniques, excellent customer service etiquette, customer recovery and e-mail / web communication skills to meet the individual needs of UMHS customers.
• Cover 3 or more service areas in the health center.
• Other duties assigned by Clerical Lead / Clinic Manager / Medical Director.

Required Qualifications*

• High School Diploma or GED
• Exceptional interpersonal skills and ability to work well within a team setting
• Communicates effectively
• Demonstrates active listening, written, verbal and information technology skills

Associate :

2-3 years of experience

Assistant :

0-2 years of experience

Desired Qualifications*

• Working knowledge of MiChart (Cadence and EpicCare)
• Familiarity with medical terminology
• Experience in a healthcare environment
• Experience working within a large, complex health care setting
• Knowledge of University policies and procedures
• Bi-lingual Spanish, French and / or Arabic a plus

Work Schedule

Standard work hours will be Monday - Friday 8 : 30 am to 5 : 30 pm with Saturday and Evenings as assigned.

Underfill Statement

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

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

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.