Under general supervision, this position is responsible for assisting the University of Michigan Health System and its patients with Hospital and Professional billing and insurance concerns, pre-screening eligibility for MSupport, cash collections, establishing payment agreements, providing basic Hospital and Professional service charge estimates, providing extraordinary seamless services to internal and external customers, collaborating with various billing departments, specialty clinics, hospitals, and health centers.
Occasional mandatory overtime.
Hours are 10:00am - 6:30pm
- Provide exceptional customer service to all callers by offering assistance and ensuring customer satisfaction
- Demonstrate personal integrity, enthusiasm and empathy to internal and external customers
- Answer patient calls for 80% of workday and able to handle the occasional difficult customer effectively
- Able to interpret and explain hospital and professional patient statements
- Respond within 3 days to written inquiries received via mail, fax and e-mail
- Assist walk-in patients who have questions regarding their medical bills by actively listening to the customer's needs and resolving issues
- Knowledge of MSupport, state and county assistance programs
- Retrieve accurate eligibility and claim information from third party payer websites/portals
- Take ownership and research patient accounts for accuracy of charges, coding reviews, insurance billing, balances, and demographic data
- Ensure that all updates/corrections are completed and documented
- Interact with physicians, clinical areas, insurance companies, and departmental billing units to resolve inquiries
- Identify errors in revenue cycle including registration, clinic operations, information technology, charge entry, coding, documentation, billing and inappropriate reimbursement/rejections from third-party payers, document and correct as needed
- Request payment in full or establish a payment plan (within established guidelines) at the conclusion of each patient contact as appropriate
- Committed to team efforts, quality improvement and lean thinking initiatives
- Respond quickly and act professionally/appropriately in stressful situations including de-escalation
- Recommend patient satisfaction enhancements, cost saving opportunities and process improvements
- Balance credit card transactions to cash drawers
- High School diploma supplemented by college courses in business or an equivalent combination of education and experience
- 2-3 years of customer service and/or billing experience with a history of good work habits
- Able to relate well and communicate effectively with customers, co-workers and management including professional-level oral, written, and listening skills
- Strong team orientation and the ability to excel in a fast-paced work environment requiring flexibility and versatility
- Able to utilize critical thinking skills to resolve issues with attention to detail and strong analytical ability
- Up-to-date knowledge of major third-party payer rules (Medicare, Medicaid, BCBMS, etc) including differences between Hospital and Professional reimbursement
- General math and accounting skills
- Proven record of excellent attendance
- Bachelor's degree in a related field
- Able to understand and resolve complex patient billing issues
- Knowledge of billing systems
- Knowledge of medical terminology and coding including CPT, ICD-9/10
University of Michigan Health System 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.
The University of Michigan Health System 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.
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.