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.

• Provides an intermediate level of customer service and clerical support to patients within either inpatient or outpatient settings. 
• May assist adjacent work units. 
• Guides entry-level positions and suggests workflow changes and improvements.

• Maintain accurate patient records and documentation, ensuring compliance with confidentiality and privacy regulations (HIPAA).
• Accurately verify patient information, including demographic details, medical history, and insurance coverage.
• Provide customer service to patients by facilitating business processes including appointment scheduling, check-in and check-out, pre-arrival and telephone triage.
• Serve as the point of contact between patients, healthcare providers, and administrative staff.
• Communicate appointment changes, test results, or instructions to patients clearly and promptly.
• Assist healthcare providers with administrative tasks such as preparing patient files, documents, and arranging follow-up services.
• May collect cash and credit card payments from patients, determine patient pay portion and provide receipt of payment.
• Work closely with other healthcare professionals to ensure seamless patient flow and high-quality care.

Expanded responsibilities include:

• Obtain, register, and verify dental insurance coverage and detailed benefit breakdowns.
• Perform collection follow-ups and balance resolution calls.
• Review documented treatment plans, ensure completeness, and obtain patient signatures.
• Provide financial counseling, explain patient responsibility, obtain financial consent, and support payment arrangements.
• Complete charge entry and ensure accurate charge capture for dental.
• Serve as backup support for HD dental and medical authorizations.
• Support patient check-in, check-out, and front desk workflow continuity.
• Manage and respond to In Basket messages related to scheduling, billing, and patient inquiries.

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

Minimum 3 years of hands-on experience in a dental clinic including proficiency in dental insurance. 

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

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.

PHYSICAL REQUIREMENTS:
This position requires infrequent standing/walking.

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 any time after the minimum posting period has ended.

The University of Michigan is an equal employment opportunity employer.