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Job Summary

The West Ann Arbor Health Center – Parkland Plaza is the newest Ambulatory Care facility dedicated to providing high quality health care services for adults and children.  The brand new 2-story facility is located 380 Parkland Plaza in Ann Arbor.  We are actively seeking compassionate, enthusiastic, and patient-oriented individuals who will share in the goal of creating the ideal experience for our patients, families and employees.

To be considered for this position, a cover letter is required and should be attached as the first page with your resume. The cover letter should address each of the following points:

  1. Describe your background and qualifications and why you believe you would be a good fit for this position at the West Ann Arbor Health Center – Parkland Plaza.
  2. Outline your service excellence skills and experiences which would be applicable to this position.
  3. In your most recent position, how was service excellence emphasized?
  4. Describe a situation in which a customer or colleague was upset and the steps you took to resolve the issue to a reasonable conclusion.


Provide exceptional patient centered excellence to patients and families.   Coordinates and facilitates between Physician and Insurance Companies, regarding authorization and referrals for multiple services, including primary and specialty care. Act as a primary resource for providers, staff, patients and external insurances. Responsible for processing referrals using established insurance company guidelines.  Obtain authorizations, precertification, prescriptions for therapies, and benefit verifications.  Manage orders and referral work queues, and respond to patient referral issues in a timely manner. Facilitate appointment scheduling for primary and specialty services.  Provide relevant insurance information and updates to staff, providers and managers (e.g. managed care changes, terminated contracts). Work closely with providers, clerical and clinical staff on referral processes to understand and proactively identify and resolve referral issues.  Interact effectively between units and individuals.  Assist in developing new process and procedures within the clinic. Mentor, orient and support new staff and assist with on-the-job training.   

Required Qualifications*

  • High school diploma or an equivalent combination of education and experience is necessary.
  • Clerical experience is necessary, preferably in a medical setting.
  • Must have knowledge of front end systems (MiChart, Cadence, Web Denis, NaviNet, M-Connect, and other online insurance referral systems) and front end processes, including ICD and CPT coding.
  • Experience and knowledge of patient insurances, managed care concepts and referrals.
  • Individual must exhibit a professional and positive image when interacting with patients, faculty and staff.
  • Must adhere to a high standard of personal and professional conduct; possess excellent customer service, interpersonal, and communication skills; and demonstrated ability to interact with a diverse population.
  • Candidates must be able to work effectively with a multidisciplinary team, handling multiple responsibilities in a fast-paced environment.
  • Must demonstrate problem solving skills, proficient computer and keyboarding skills, and excellent attendance.
  • 3-4 years of experience.
  • Knowledge of basic medical terminology.
  • Prior experience performing complex scheduling.
  • Familiarity obtaining medical records or professional medical billing.
  • Financial counseling experience for healthcare patients.
  • Exceptional interpersonal skills, and the ability to work well within a team.
  • Demonstrated active listening, written, verbal, and information technology skills.

Desired Qualifications*

  • Experience within an ambulatory setting
  • Experience with an electronic medical record
  • Knowledge of University policies and procedures.
  • Experience working within a large, complex healthcare setting. 

Work Schedule

Evening hours and rotating Saturdays may be required.

Work Locations

As part of the orientation training process, training will be held at multiple locations for the first few months of the position.

Background Screening

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.

Mission Statement

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.

Application Deadline

Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.