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A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Job Summary

Healthcare organizations have a responsibility to ensure the privacy of protected health information (PHI). Advocacy for patient-centered care by facilitating understandable, timely health information is a means to empower patients in their own healthcare.  The “MyUofMHealth” portal allows patients to interact with their own electronic health information while facilitating communication between patients and their health care providers.  Epic Care Link (“Provider Portal”), Epic Care Everywhere (“ECE”) and Health Information Exchange (“HIE”) are part of the UMHS strategy for sharing and receiving clinical information for the purposes of treatment of shared patients. The HIE Support Specialist provides customer service and operational support for all HIE activity, while ensuring compliance with UMHS policies, state/federal laws, and regulations.

Responsibilities*

Provide high quality service and operational support to providers, clinicians, and patients utilizing the MyUofMHealth Patient Portal, Provider Portal, ECE and other applications related to the Health Information Exchange (HIE) initiatives.   Respond to access requests to the HIE applications while ensuring compliance with federal and state privacy laws, authorizations, release of information, and medical record documentation principles.   Provide help desk support to patients, internal staff, and external providers and clinics regarding the MyUofMHealth patient portal, Provider Portal, ECE, Epic Direct Messaging and other applications related to the HIE initiatives. 

Notify management of errors and potential problems, and provide appropriate follow-up.  Maintain confidentiality in all aspects of the job.

Compile and display basic statistics relating to Patient and Provider Portal enrollment, demographics, customer feedback, and other meaningful data points as directed or requested by management.  Participate in the development and maintenance of Patient Portal policies and operating procedures, according to regulations governing the release of electronic PHI.

 

OPERATIONS

  • Respond to and prioritize patient requests for MyUofMHealth portal activation received via InBasket message and on-line requests from UHS and UMHS.
  • Generate activation codes for Patient Portal requests following identity validation and forward activation codes to patient.
  • Revoke Patient Portal accounts utilizing deactivation activity within MiChart as requested by clinical providers, the Office of Clinical Safety, or as otherwise dictated by UMHS policy.
  • Facilitate requests for adult to child, adult to adult, and adult to incapacitated adult proxy access to the MyUofMHealth patient portal, while ensuring compliance with UMHS policies, federal and state laws and regulations.
  • Image all completed Child and/or Adult Proxy Access forms into the requesting patient’s medical record.
  • Log patient requests for medical record amendments into the Release of Information tracking module and manage the process through fulfillment.
  • Facilitate patient requests for medical record amendments by communicating with clinical provider. Provide education to the provider on the amendment request process and facilitate documentation amendments in accordance with UMHS policy.
  • Forward all denials of patient requests for medical record amendments to the Compliance Department.
  • Correspond with the Office of Clinical Safety and Compliance regarding any patient issues or privacy violations.
  • Facilitate requests for access and updates to ECL EpicCare Link Provider Portal in compliance with unit standards and UMHS policy.
  • Assist with testing of proposed upgrade features as needed.
  • Monitor and respond to Care Everywhere Incoming Message Report according to unit standards and in compliance with UMHS policy.
  • Assist and support Administrative Specialist Intermediate for EHR Access as directed.
  • Work under fast-paced circumstances to meet deadlines.
  • Report unit-specific statistics as defined by management.
  • Identify issues and makes recommendations for resolution and improvement.
  • Communicate with unit leadership regarding process and procedures.
  • Assist with development, revision and maintenance of unit training materials and policies and procedures.
  • Demonstrate an understanding of University, departmental, and unit policies and procedures and seeks clarification as needed.
  • Comply with regulatory, legal, and accreditation requirements and seeks clarification if needed.
  • Assure compliance with safety programs. 
  • Maintains currency with work processes, tools, and clinical and administrative applications necessary to perform job functions.
  • Participate in and demonstrate an understanding of the Michigan Quality System/Continuous Quality Improvement and applies Lean Thinking concepts in daily work. 
  • Meet or exceed the departmental/unit quality and productivity standards for work performance. 
  • Demonstrate initiative by continuous expansion of knowledge and skills.
  • Participate in departmental/unit activities including, but not limited to, staff meetings and in-services.
  • Perform other duties as assigned in order to maintain the efficiency of the department.

CUSTOMER SERVICE

  • Assist clinical staff with patient and/or proxy access to MyUofMHealth.
  • Interact and advise personnel from the Office of Clinical Safety, General Counsel, satellite clinics, and on-site vendor on release of information issues as needed.
  • Assist external providers and auditors in the access process at UMHS.
  • Provide help desk/support functions to patient and provider portal users. For example, login assistance, lost activation codes, resetting passwords, changing a username, and general guidance on how to use and navigate MyUofMHealth and Provider Portal.
  • Communicate effectively with internal and external customers to accomplish organizational goals related to the MyUofMHealth patient portal, patient care, and customer service. 
  • Educate faculty, staff, patients, and the public on the benefits of using MyUofMHealth, how to navigate the website, and privacy and security aspects of the portal.
  • Escalate patient and/or external provider concerns to management as appropriate.
  • Provide on-call support services availability after standard business hours, weekends, and holidays as needed.

PROBLEM SOLVING

  • Demonstrate consistent use of Lean methodology for problem analysis and improvement.
  • Participate in quality improvement efforts related to external provider and auditor access processes.
  • Participate in process improvement and redesign to improve customer satisfaction, reduce costs, and/or meet departmental and institutional goals and objectives.

SKILL SET

  • Attention to Detail:  Achieves thoroughness and accuracy when accomplishing a task.
  • Data Management:  Acquires, validates, and processes data so its accessibility, reliability, and timeliness are ensured to satisfy the needs of end users.
  • Analysis:  Analytical skills with the ability to visualize, articulate, and solve complex problems and concepts and make decisions based on available information.  Ability to analyze detailed information to determine appropriate compliance with privacy and security rules. 
  • Critical Thinking:  Gathers and integrates critical information to arrive at effective solutions. 
  • Decision Making:  Makes timely, informed decisions that take into account the facts, goals, constraints and risks.

 

Supervision received

 

   General supervision is received from the Administrative Manager, Health Information Exchange and Compliance.

 

  FUNCTIONAL SUPERVISION RECEIVED
 

  Functional supervision may be provided by the Administrative Specialist Intermediate for EHR Access.

 

    Work Schedule - M-F 7:30 AM - 4:00 PM

 

 

Required Qualifications*

  • Knowledge of standard medical terminology is required.
  • Knowledge of requirements related to adherence to patient confidentiality and privacy policies is required.
  • Demonstrates strong interpersonal communication skills and independent problem-solving in order to meet the ongoing needs of clients (clinical staff and patients) is required.
  • Strong public speaking skills and the ability to facilitate training sessions for the public are required.
  • Proficiency using Microsoft Office for work tasks is required.
  • Attention to detail and demonstrated data management skills are required.
  • Ability to work independently or in a team with minimal supervision is required.
  • Two years’ experience in healthcare information technology, healthcare analytics, health information management, or equivalent customer support position within an academic medical center environment are required.
  • Associates of Applied Science in Health Information Technology, or an Associate’s degree in an equivalent, relevant field of study is required.

Desired Qualifications*

  • American Health Information Management Association membership required within 6 months of hire.
  • Registered Health Information Technician (RHIT) certification desired (and Maintenance of certification required as applicable).
  • Bachelor’s in Health Information Management or an equivalent combination of education and experience is desired.
  • Experience using UMHHC information systems/applications (i.e. MiChart, etc.) is desired.

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.

U-M EEO/AA Statement

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