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Job Summary

The Department of Physical Medicine and Rehabilitation is seeking a Customer Service Representative Senior to work at the Orthotics and Prosthetics Center.

Responsibilities*

  • Prepare incoming orders, prescriptions, and referrals received via workqueue, fax, or mail for outbound scheduling calls ensuring that all pertinent data is accurate as it relates to diagnosis, device, and insurance in order to facilitate patients receiving the prescribed care.
  • Liaise with referring physicians, O&P practitioners, and the O&P Clerical and Billing teams to ensure orders meet specific billing requirements.
  • Respond directly to high level patient and/or referring physician office inquiries related to insurance, authorizations, and documentation to ensure efficient and effective delivery of patient care.
  • Gather and verify patient demographics, insurance and authorizations, referring and/or primary care physician information and other pertinent information, as appropriate in order to update and maintain patient management systems.
  • Ensure schedule utilization goals are achieved.
  • Assist Billing team in the prior authorization process

Required Qualifications*

Required Qualifications for Senior Level:
  • High School diploma or equivalent.
  • 5-8 years of professional experience.
  • Must adhere to a high standard of personal and professional conduct, maintain a professional and positive image, possess excellent customer service, interpersonal, and written and oral communication skills including excellent telephone skills; and demonstrated ability to interact with a diverse population.
  • Must be an active team player with the ability to work independently; possess strong organization and prioritization skills; ability to handle multiple responsibilities in a fast paced environment, and demonstrated problem solving skills.
  • Excellent attendance and punctuality are essential.
  • Reasonable clerical experience, including familiarity with MS Word and Excel.
  • Basic clerical tasks that require proper telephone technique, basic typing, computer and data entry skills.

Required Qualifications for Intermediate Level:

  • High School diploma or equivalent.
  • 2-5 years of experience
  • Must adhere to a high standard of personal and professional conduct, maintain a professional and positive image, possess excellent customer service, interpersonal, and written and oral communication skills including excellent telephone skills; and demonstrated ability to interact with a diverse population.
  • Must be an active team player with the ability to work independently; possess strong organization and prioritization skills; ability to handle multiple responsibilities in a fast paced environment, and demonstrated problem solving skills.
  • Excellent attendance and punctuality are essential.
  • Reasonable clerical experience, including familiarity with MS Word and Excel.
  • Basic clerical tasks that require proper telephone technique, basic typing, computer and data entry skills.

Desired Qualifications*

  • Bachelors Degree in business, health administration or a related field and/or equivalent combination of experience and education.
  • Experience serving as a supervisor, team lead and/or providing work coordination.
  • Outstanding customer service skills with one to two years’ experience in a health care setting, scheduling patient appointments.
  • Patient account and/or insurance verification experience.
  • Knowledge of patient scheduling systems, Cadence (MiChart) or Epic software is preferred
  • Knowledgeable of medical terminology, preferably in the field of Physical Medicine, Orthotics and Prosthetics. 

Work Schedule

M-F, 8-5

Work Locations

2850 S. Industrial Ann Arbor, MI 48104

Underfill Statement

This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.

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.