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.

This Patient Services Intermediate position is within the Division of Rehabilitation Psychology & Neuropsychology in the Department of Physical Medicine & Rehabilitation. The Patient Services Intermediate provides administrative support to all RPN faculty and works across multiple clinical areas, including adult and pediatric services, assessment, intervention, and multidisciplinary programs. Because this role supports a broad range of services, the individual must possess a diverse skill set and the ability to manage varied responsibilities effectively.
 

BASIC FUNCTION AND RESPONSIBILITY
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.

CHARACTERISTIC DUTIES AND RESPONSIBILITIES
?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.

Detailed Duties:
?Appointment coordination includes appointment scheduling, explaining what the appointment(s) will entail and how to prepare, gathering patient documentation pre-appointment, and follow-up documentation and/or assistance post-appointment. Michigan Medicine uses Epic for the scheduling process (MiChart).
?The scheduling process also includes reviewing insurance coverage status and assisting the patient/family with insurance coverage concerns. Explaining their benefits and offering alternative care options if desired.
?Support virtual care needs in the clinic
?Manage phone calls from internal and external customers related to services offered in RPN, answering promptly and professionally. Aspect software is used for all patient care contacts.
?Assist in triage process for front desk/faculty/insurance coordinator

?Daily clinic tasks (prep files, reminder calls, grid management, WQ/referral tracking, In-basket messages, faxes, copying, scanning, etc.)
?Front desk coverage as needed (check-in / check-out, copay collection, health screening, etc.)
?Assist with additional assignments as needed
 

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

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

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

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.

Burlington Bldg.

325 E. Eisenhower Pkwy.

Ann Arbor, MI 48108

PHYSICAL REQUIREMENTS
This position requires infrequent standing/walking.

SUPERVISION RECEIVED
Direct supervision is received from the Department Supervisor.

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 Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.