Provide clinic operational support to a complex multiple physicians practice in an adult ambulatory care setting in the Michigan Medicine Chelsea Multi-Specialty ACU and other locations as assigned for training and coverage including but not limited to Chelsea/Dexter, SW Ann Arbor and N Central. Participate in a rotation of all jobs including check-in, check-out, and cash reconciliation. Jobs include direct public contact, detailed complex patient scheduling via the Cadence scheduling system, coordination and scheduling of outside referrals and diagnostic testing, cash collection via Cadence/EPIC. The position includes the responsibility of verifying accurate insurance, guarantor, primary care and referring physician information. Individual is responsible for verification and updating accurate patient demographic information. All verification and updating duties must be performed real time, during the patient visit either directly by the Patient Services Assistant or via assistance from the Registration Department. Individual must maintain an excellent rapport in person or via the telephone with patients, faculty, and staff, within a team setting.

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.

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

• Accurately and efficiently schedule patient appointments utilizing Cadence, including clinic visits, diagnostic services, and ambulatory procedures for patients.
• Management of pre-arrival functions to assure all necessary information has been obtained for clinic visits.
• Serve as a resource for physicians and other staff, patients, and outside third parties for insurance authorizations and other managed care related issues.
• Respond to patient inquiries related to special requirements of insurance plans, directing patient to insurance carrier as needed to address coverage and benefit questions.
• Assist patients with payment questions on the phone or in person. Collect payments, co-pays and past due balances at patient check out using established department guidelines.
• Reconcile clinic cash collections and credit card transactions daily according to specified clinic standards.
• Ensure completeness of visit information including type of visit, reason for service, charge for service and diagnostic codes for processing professional and facility charges.
• Participate in creating efficient patient flow coordinating with nursing/medical assistant staff and faculty.
• Inform patients of necessary preparations prior to visit or test in accordance with established guidelines.
• Run recall reports, prepare, and send recall letters to patients who are due for clinic appointments. 
• Prepare clinic for the following day by adding vital information into the appointment notes for all clinic staff. 
• Complete in basket messages for specific departments according to the rules and regulations put in place for that department.  
• Scan important medical documents into patient's chart.  
• Send necessary paperwork to HIM when needed. 
• Perform telephone triage and distribute for action; document according to specified clinic standards.  
• Confirm, notify, and remind patients of appointment and/or changes. 
• Other duties as assigned.

• High School diploma or GED 

   

• Knowledge of basic medical terminology.
• Experience working within a large, complex health care setting.
• Previous experience with computerized scheduling systems, basic computer applications, and multi-phone lines is desired.
• Familiarity with UMHS electronic medical record systems
• Knowledge of University policies and procedures.
• Bachelor's degree is desired.
• 2-3 years of experience
• Proven customer service experience is required.
• Exceptional interpersonal skills and ability to work well within a team setting.
• Possess excellent communication, organizational and time management skills. 
• Demonstrates active listening, written, verbal, and information technology skills.
• Displays a friendly and warm face-to-face manner with a clear, well-modulated speaking voice, ability to provide direct eye contact, and demonstrate kindness and respect to our patient population, faculty, and staff necessary.
• Ability to manage stress effectively.
• Keyboard and basic computer skills required. 
• Excellent attendance and punctuality are a must

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. Learn more about the work modes.

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.

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.