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Job Summary

This position is located at Ypsilanti Health Center. The candidate will provide outstanding customer service in a busy, fast paced office. Quality Improvement and Lean thinking are a priority in our clinic. Must be able to work independently and demonstrate the ability to work under pressure. Must have the ability to develop and maintain relationships with patients, faculty, and staff. We are actively seeking compassionate, enthusiastic and patient-oriented individuals who will share in the goal of creating the ideal experience for our patients, families and employees.

To be considered for this position, a cover letter is required. The cover letter should address each of the following points:

1.  Outline your customer service experiences which would be applicable to this position.

2.  Describe why you chose a career in Health Care?

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.


  • Responsible customer relationship position which will provide multimedia support in the Ypsilanti Health Center, receiving and responding to telecommunications and e-communications for a multi-disciplinary health care team.
  • This position will assess the needs of our patients and providers utilizing the highest standards of customer service delivery.
  • Work collaboratively with all members of the clinic health center team; physicians, registered nurses, medical assistants and clerical staff in the delivery of care to patients and families.
  • Participate in continuous quality improvement initiatives which may include attending monthly clinic health center meetings.
  • Confirms Referring Provider and/or Primary Care Physician information. Gather and verify patient demographics, insurance and other pertinent information.
  • Obtain managed care referrals and/or authorizations. Provide patient with information regarding past balances.
  • Maintains and tabulates appointment data as needed. Notify patients of appointment changes.
  • Prepare patient itinerary and all other appropriate correspondence for mailing.
  • Accurately and efficiently schedule/reschedule appointments in Cadence, document and send to the correct location. Initiate or follow up on messages in the MiChart inbasket daily.
  • Accurately record phone messages and forward to appropriate location.
  • Manages pre-arrival functions to assure all necessary information has been obtained for clinic visits.
  • Serves as a resource for providers and other staff, patients, and outside third parties for insurance authorizations and other managed care related issues.
  • Manages admin support inbasket.
  • Responds to patient inquiries related to special requirements of insurance plans, directing patient to insurance carrier as needed to address coverage and benefit questions
  • Provide check in and check out duties.
  • Assists patients with payment questions on the phone or in person.
  • Collects payments, co-pays and past due balances at patient check-in or check-out using established department guidelines.
  • Reconciles clinic cash collections and credit card transactions daily according to specified clinic standards.
  • Ensures completeness of visit information including type of visit, reason for service, charge for service and diagnostic codes for processing professional and facility charges.
  • Participates in creating efficient patient flow coordinating with nursing/medical assistant staff and faculty.
  • Utilize superior in person or telephone techniques, excellent customer service etiquette, customer recovery and e-mail/web communication skills to meet the individual needs of UMHS customers.
  • Cover 3 or more service areas in the health center, including rotating into the call center.
  • Other duties assigned by Clerical Lead/Clinic Manager/Medical Director.

Required Qualifications*

  • High School Diploma or GED
  • Exceptional interpersonal skills and ability to work well within a team setting
  • Communicates effectively
  • Demonstrates active listening, written, verbal and information technology skills

?Associate Level: 2-3 years' experience

Assistant Level: 0-2 years' experience

Desired Qualifications*

  • Experience working within a large, complex, outpatient healthcare setting.
  • Knowledge of check-in, check-out practices, and outpatient scheduling.
  • Familiarity with Michigan Medicine electronic medical records systems.
  • Previous experience working with clinical staff (nurses, mid-level providers, and physicians).
  • Working knowledge of cardiology/vascular/surgical terms, testing and procedures.
  • Knowledge of basic medical terminology.

Desired Qualifications*

  • Experience working within a large, complex, outpatient healthcare setting.
  • Knowledge of check-in, check-out practices, and outpatient scheduling.
  • Familiarity with Michigan Medicine electronic medical records systems (MiChart, Cadence and EpicCare).
  • Previous experience working with clinical staff (nurses, mid-level providers, and physicians).
  • Knowledge of basic medical terminology.
  • Bi-lingual Spanish, French and/or Arabic a plus

Work Schedule

This position is located at the Ypsilanti Health Center, 200 Arnet Street, Suite 200, Ypsilanti, MI 48198. Hours of operation currently at the clinic are:

  • Monday - Wednesday 7:30 am - 7:30 pm
  • Friday 7:30 am - 5:30 pm 
  • Saturday 8:00 am - 12:00 pm

Standard work hours will be Monday - Friday 8:30 am to 5:30 pm with Saturday and Evenings as assigned.

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. 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.


U-M COVID-19 Vaccination Policy

COVID-19 vaccinations are now required for all University of Michigan students, faculty and staff across all three campuses, including Michigan Medicine, by the start of the fall term on August 30, 2021.  This includes those working or learning remotely.  More information on this policy is available on the Campus Blueprint website or the U-M Dearborn and U-M Flint websites.