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How to Apply

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

We have an exceptional career opportunity for an individual experienced in customer service within the medical field who would like to join a close-knit group of physicians, nurses, and other healthcare team members at the University of Michigan Center for Facial Cosmetic Surgery, located in Livonia, Michigan on Haggerty Road, between 7 & 8 mile road. Our practice employs six full-time facial plastic and reconstructive surgeons, one full time medical aesthetician, one full-time nurse, as well as several medical assistants and patient service representatives. The ideal candidate must be customer-service focused, possess excellent interpersonal, multitasking, and organizational skills. They will function as a part of the clerical and clinical team to help manage patient flow.

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.

Responsibilities*

  • Schedule Otolaryngology patients for inpatient and outpatient surgical cases for the following locations/operating rooms: University Hospital, C.S. Mott Children's Hospital, Livonia Surgery Center, East Ann Arbor Surgery Center, and Brighton Surgery Center.
  • Coordinate all preoperative and postoperative tests as necessary.
  • Coordinate cases with other services when necessary to ensure that appointment fits the needs of the patient and providers.
  • Coordinate preoperative history and physical appointments. Counsel patients/families regarding hospital and department policies and procedures regarding surgical cases.
  • Maintain a tracking system of all surgeries using an Excel template on a shared network drive with other colleagues.
  • Quote surgical/treatment room cost for patients using an Excel template and update yearly pricing changes.
  • Collaborate with insurance authorization coordinators to obtain coverage for implantable device surgeries and other complex procedures.
  • Provide support to Otolaryngology physicians by scheduling new, return and postoperative visits for patients, including detailed multiple appointment scheduling.
  • Schedule and coordinate outside referral and ancillary services/testing.
  • Manage phone calls from internal and external customers.
  • Arrange interpreter services for visits and relay appointment information through relay/interpreter services over the phone as required.
  • Obtain clearance for surgical cases; ensure all necessary data is in place prior to surgery scheduling and surgical date.
  • Coordinate with other department schedulers to optimize use of Otolaryngology service block time at operating rooms at each location and help meet patient and surgeon needs with respect to clinical care and productivity.
  • Advocate for patients and their families and help them connect with a patient financial counselor to obtain cost estimates or financial assistance.
  • Serve as a representative of the surgery scheduler team/role on various committees and work groups as needed.
  • Develop, along with supervisor and scheduler colleagues, standard work flows and processes and find ways to increase efficiency.
  • Participate actively in efforts to improve processes that will enhance the experience of internal and external customers (pro-actively identify opportunities and potential issues), including the lean in daily work huddles.
  • Attend surgery case conference meetings as requested.
  • Participate in marketing events and maintain knowledge of cosmetic products and services.
  • Provide front desk support for colleagues to cover scheduled and unscheduled absences. Including but not limited to check-in/out, patient phone calls and collecting payments.

Required Qualifications*

  • High School Diploma or GED.
  • 3 – 4 years of experience.
  • Knowledge of basic medical terminology.
  • Prior experience performing complex scheduling.
  • Familiarity with obtaining medical records or professional medical billing.
  • Past record of excellent attendance.
  • Ability to exhibit a professional and positive image when interacting with patients, faculty and staff.
  • Must have strong organizational and time management skills as well as attention to detail and the ability to prioritize and manage multiple responsibilities in a very busy, complex clinical setting.
  • Strong written, verbal and non-verbal communication skills.
  • Ability to problem-solve independently when new challenges arise.
  • Demonstrates active listening, written, verbal and information technology skills.

Desired Qualifications*

  • Bachelor's degree or equivalent combination of education and experience
  • Experience and expertise in using Epic/MiChart are preferred
  • Knowledge of medical records and medical terminology. Knowledge of Otolaryngology terminology is helpful.
  • Experience in Microsoft Excel.

 

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. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

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.