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Job Summary

Interview patients to obtain/verify correct mailing address, phone numbers, emergency contacts, primary-care physicians, insurance information and the person who is financially responsible for treatment. Input all information into the Michigan Medicine electronic health record (MiChart). Contact insurance companies via online resources or by phone to ensure health insurance coverages are billed in correct order. Work collaboratively with patients and insurance companies when a potential billing issue exists. Facilitate lines of communication between admitting staff, Emergency Department staff and Social Work to ensure seamless registration and admission process. Obtain signatures on consent-to-treat and Medicare admission forms. Collect copays for both Adult Emergency Department and Children’s Emergency Department. Consistently demonstrate effective high level customer service.

Responsibilities*

  • Interview patients, parents and guardians at bedside to collect and verify demographic, physician and insurance information. Follow interview script to ensure the collection of all essential registration data elements.
  • Identify and resolve patient’s insurance issues that could result in claim rejections or over-payments. Verify insurance eligibility using on-line systems and manual processes to ensure coverage is in effect and patient is listed on the policy. Communicate with insurance companies, and other Michigan Medicine departments on behalf of the patient in an effort to resolve issues. When necessary, involve and guide the patient through the steps needed to achieve successful issue resolution.
  • Recognize process and system problems and take the appropriate steps to investigate and resolve them. Utilize Lean principles to add value to processes and reduce waste. Escalate issues to the appropriate person when necessary. Represent department with other departments, clinic partners and insurance companies on an 'as needed' basis.
  • Meet all Michigan Medicine annual competencies and maintain the highest level of customer service, confidentiality and data integrity
  • Identify financially at-risk patients and families. Complete basic eligibility screening for Medicaid, Michigan Health Insurance Marketplace plans and/or M-Support financial assistance program. Connect patients and families to appropriate department for completion of their financial counseling, application and enrollment into appropriate insurance or assistance plan.
  • Identify patient balances and provide basic-level explanation on source of the balance such as date of service, charges, insurance payments/adjustments/denials and patient responsibility. Print itemized statements. Collect and post payments.

Required Qualifications*

  • High school diploma or G.E.D;
  • Customer-focused interpersonal and communication skills; computer literacy;
  • Ability to enter a substantial amount of data while maintaining a high level of accuracy.

Desired Qualifications*

  • Healthcare registration and billing experience;
  • Two years of work experience in an office or customer service setting with an outstanding record of attendance and punctuality;
  • Knowledge of group health plans, government health plans, automobile and workers compensation plans;
  • Knowledge of Michigan Medicine policies, procedures, regulatory requirements and information systems;
  • Work experience in a health care setting;
  • Associate's or Bachelor's degree or equivalent experience and education.

Work Schedule

Hours: Tue 11a-7p, Thu 11a-11p, Fri 11a-7p, Sat 11a-11p

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.