Mission Statement of the University of Michigan School of Dentistry:
Enhancing health through education, service, advocacy, research, and discovery.

Vision:
As a global leader in integrated health, we drive innovation through groundbreaking research and transformative education, preparing future-ready leaders to deliver equitable, exceptional care and advance the dental profession.

Core Values:

• Compassion:
  • We approach each interaction with collegiality, empathy, and professionalism, recognizing the unique contributions of each individual.
• Leadership:
  • We empower each person to lead and contribute to our shared goals.
• Excellence:
  • We uphold high standards and drive progress in healthcare.
• Responsibility:
  • We promote integrity, professionalism, and accountability to ensure ethical decision-making.
• Trust:
  • We commit to an honest, transparent environment that fosters healthy relationships.
• Creativity:
  • We approach problems with bold thinking by crafting innovative solutions that benefit our community.
• Belonging:
  • We embrace and celebrate our diverse community by fostering a sense of inclusion and belonging.
     

The University of Michigan School of Dentistry, founded in 1875 in Ann Arbor, is a top-ranked, world-renowned institution for dental education, research, and clinical care. It consistently ranks among the top dental schools globally, offering DDS, dental hygiene, and advanced graduate programs, including a unique program for internationally trained dentists.

As a Patient Services Intermediate, you will provide an intermediate level of customer service and clerical support to patients in the School of Dentistry, including, but not limited to, the following responsibilities. You may assist adjacent work units. You will guide entry-level positions and suggest workflow changes and improvements.
 

Please Note:

• Visa sponsorship is not available for this position.

The Integrated Special Care Clinic (ISCC) was developed for patients ages 16 and above for whom existing options in the School of Dentistry may not be adequate due to their special healthcare needs and/or medical complexity.

Referral Management/Reporting: 

• Serves as the referral/authorization coordinator and scheduler.  
• Communicates and interacts with pre-doctoral students to verify proper documentation is received with referrals to initiate treatment.  
• Obtains all appointments, including referral insurance release of information and radiographs, and transfers to MiDent from the external referral database.  
• Daily clinic tasks (Reminder, call report, referral tracking).  
• Develop, along with the supervisor, a standard of work to ensure Clinic Productivity and efficiency.  
• Other duties as assigned. 

Scheduling/New Patient Management: 

• Maintains schedules for graduate and student providers for patient appointments. 
• Coordinate same-day appointments with other departments to optimize multidisciplinary treatment.  
• Support online registration for new and existing patients. 
• Explain to the patient what the appointment will entail (gather pre-appointment patient documentation and/or Assistance with post-appointment information to referring provider as needed.  
• Patients arriving for clinic visits, verify appointment status, and process visit paperwork.  
• Other duties as assigned. 

Communication/Insurance & Billing: 

• Manages phone calls from internal and external providers for adult patients with special healthcare needs.  
• Provide patients with appropriate information for patient appointments by identifying appropriate procedure codes, scheduling, billing, prior authorizations, and charges of procedure to ensure patient financial responsibility.  
• Reviews, patient insurance coverage for treatment being rendered with patients, providers, and staff before/during the appointment.  
• Verification and updates are necessary for dental insurance on the date of service.  
• When necessary explain billing/procedure codes and insurance inquiries to patients, dentists, students, and staff.  
• Triage, patient calls, and routes the patient's concern to the appropriate provider or work with the clinic manager to determine the urgency of care needed.  
• Reconcile daily cash and credit card payments.  
• Obtain, verify, and update insurance, financial, statistical, and demographic information within the patient.  
• Collect payments, co-pays, and past due balances at patient check-in/out using the established department/school guidelines.  
• Assist, facilitate, and innovate through ideas and identifying, improving, and resolving operational issues with others.  
• Other duties as assigned. 

• Graduation from high school or an equivalent combination of education and experience. 
• Minimum 3 years of experience. 
• Have the ability to prioritize and manage multiple tasks with competing deadlines and work effectively with frequent interruptions in a busy environment.  
• Work as a team player, either helping or receiving help from other coworkers to expedite patient care and ensure patient needs are met.  
• Excellent customer service, interpersonal communication, and information technology skills. 
• Excellent organizational skills and attention to detail with a great attendance record. 

• Clear verbal and written communication
• Basic computer skills
• Ability to multitask in a fast-paced clinical environment.
• Ability to communicate with diverse populations
• Ability to maintain patient confidentiality.
• Excellent organization skills and attention to detail.
• Reliable attendance.
• Enthusiasm, dependability, initiative, and prioritization skills.
• Professional and positive demeanor.
• Understanding of insurance co-payment information.

• 3 or more years of customer service experience within a medical or dental environment. 
• Experience working within a large, complex healthcare setting or school, and knowledge of university policies and procedures.  
• Working knowledge of general dental treatment and procedures.  
• Experience with insurance registration, verification, billing, prior-auths, & EOBs.  
• Experience with Epic/ MyChart EHR. 

The School of Dentistry is consistently ranked as the #1 dental school in the United States and the world. We embrace diversity in many forms and champion diversity of thought and culture. Our Mission, core values, and additional information about our school can be found on our website. The University of Michigan also offers comprehensive benefits to help you stay well and to support you as you plan for a secure future. Benefits include:

• Generous paid time off for vacations, holidays, sick time, season days, and paid parental leave.
• A retirement plan that provides two-for-one matching contributions after the first year of employment.
• Many choices for comprehensive health insurance
• Life insurance
• Work-life programs to strengthen a workplace culture that supports personal and family life, including child care, elder care, lactation resources, and mental and emotional health services.
• Flexible spending accounts for healthcare and dependent care expenses

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.

Monday-Friday 8 am - 5 pm 

School of Dentistry, 1011 N. University Ave, Ann Arbor, MI 48109

We are committed to maintaining a safe and healthy work environment for everyone. As part of the onboarding process, all candidates are required to submit their immunization records to Occupational Health Services (OHS) prior to their appointment start date to verify their immunization status. The process includes completing a two-step TB test for all new hires and providing proof of Hepatitis B immunization for clinic-facing roles. Additional immunizations may be necessary based on public health guidance or specific job responsibilities.

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.

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks.  Background checks are performed in compliance with the Fair Credit Reporting Act.

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 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.