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.

The Infusion Access Center is a Michigan Medicine Ambulatory Care Team dedicated to providing high quality care for centralized scheduling of infusion services and pre-authorization reviews that include Adult & Peds Non-Cancer Infusions, Adult & Peds Cancer & transfusions. We are actively seeking a compassionate, enthusiastic, and patient-focused individual who will share in our goal of crafting the ideal experience for our patients, families, and employees.

As a Patient Services Intermediate at Michigan Medicine, you will provide a high level of customer service and clerical support to patients in our outpatient settings while supporting front desk operations within the Taubman Infusion Unit. This role may also provide support to adjacent work units as needed.

This is a full-time, 40-hour/week position, Monday-Friday, weekends possible.

• 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
• Schedule new and return Peds and Adult Infusion appointments (ONC and NON ONC), determining appropriate clinic and utilizing scheduling guidelines and informational tools
• Answer high volume phone line
• Trouble shoot and resolve scheduling issues
• Incorporate and practice Lean principles into daily work
• Function as a collaborative and contributing team member
• Obtain insurance approvals for Adult & Pediatric Cancer & Non-Cancer Infusion Services.
• Review patient benefit level to determine cost share out of pocket expense for upcoming procedure and infusions services.
• Provide Insurance Verification for coverage changes.
• Contact appropriate third-party representatives for information and assistance with determining benefit level when online resources are not available
• Resolve problems with payers prior to service
• Manage daily work queues/inbaskets
• Diagnosis review (ICD-10) for all infusions, including Local Coverage Determination, National Comprehensive Cancer Network Compendium, contact providers for non -covered diagnosis and discuss options, including contacting payer for Medical Director review
• Demonstrate outstanding customer service skills
• Work closely with Clinical Teams to provide an ideal patient experience
• Initiate telephone triage in basket notes; document according to specified clinic standards.
• Complete routine referrals
• May collect cash and credit card payments from patients, determine patient pay portion and provide receipt of payment
• Other clerical duties as assigned.

• Graduation from high school or an equivalent combination of education and experience. 
• Minimum 3 or more years of experience within a medical environment.

PHYSICAL REQUIREMENTS

• This position requires infrequent standing/walking

• 3 or more years of experience within a medical environment.
• Knowledge of basic medical terminology
• Prior experience performing complex scheduling
• Experience answering high-volume calls
• Must exhibit professional behavior at all times
• Experience facilitating and coordinating a patient's continuum of care, as well as, identifying and recommending appropriate resources available
• Ability to multi-task and produce high-quality work in a timely, accurate, and efficient manner
• Demonstrates excellent attendance record and ability to work independently
• Working knowledge of Insurance & authorizations

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.

Taubman Center Infusion, Floor 1 Reception D (Front Desk)

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 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.