Provide 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).
• Serve as the point of contact between patients, healthcare providers, and administrative staff.
• Manage and respond to patient communications through InBasket, email, Microsoft Teams messages, and Wisdom messages.
• Process and manage dental referrals, including tracking referral status and coordinating care with providers.
• Retrieve, scan, upload, and index patient documentation, including guardianship and legal paperwork, into the electronic health record.
• Monitor and maintain departmental work queues to ensure timely completion of patient and provider requests.
• Verify and enter dental insurance information, including eligibility and benefit coverage.
• Assist patients with questions related to dental benefits, insurance coverage, treatment estimates, and authorization requirements.
• 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.
• Contact patients prior to scheduled appointments to review treatment plans, obtain prior authorization updates, and communicate anticipated out-of-pocket costs.
• 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. 
• Enter planned dental treatment into the electronic health record and ensure treatment plans are accurately documented.
• Prepare, submit, and track dental prior authorizations with insurance carriers and follow up on authorization determinations.
• Coordinate with dental providers and clinical staff to support efficient patient scheduling and continuity of care.
   

• Graduation from high school or an equivalent combination of education and experience. 
• Minimum 3 years of experience in patient services, customer service, healthcare administration, or a related field.

• 3 or more years of customer service experience within a medical environment. 
• Previous dental office, dental clinic, or dental scheduling experience required/preferred.
• Knowledge of dental terminology, dental insurance plans, prior authorization processes, and treatment planning.
• Experience using electronic dental or medical record systems, patient scheduling systems, and insurance verification tools.

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.

SUPERVISION RECEIVED: Direct supervision is received from the Department Supervisor.

PHYSICAL REQUIREMENTS: This position requires infrequent standing/walking. This description is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

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.