Summary
Interview patients to obtain/verify correct mailing address, phone numbers, other demographic and personal information, emergency contacts, primary-care physician, the person who is financially responsible for their outstanding balances (guarantor), and insurance information. Enter all information into the Michigan Medicine electronic health record called MiChart. Contact insurance companies via online resources or by phone to ensure health insurance coverage is active, and that our information is correct. Work collaboratively with patients and insurance companies when a potential billing issue exists. Provide assistance to callers pertaining to the MyUofMHealth patient portal. Consistently demonstrate effective high level customer service.
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.
Why Join Michigan Medicine?
Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world’s most distinguished academic health systems. In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.
What Benefits can you Look Forward to?
- Excellent medical, dental and vision coverage effective on your very first day
- 2:1 Match on retirement savings
Responsibilities*
- Interview patients, parents, and guardians over the phone via incoming and outgoing phone calls to collect and verify demographic, physician, guarantor, and insurance information.
- Adhere to patient interview script to ensure the collection of 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.
- Provide assistance by phone pertaining to MyUofMHealth patient portal enrollment, activation, and account recovery requests. Also provide navigational and basic portal technical support to callers. Escalate more complex trouble-shooting calls when needed following established procedures.
- Recognize process and system problems and take the appropriate steps to investigate and resolve them. Escalate issues to the appropriate person when necessary. Utilize Lean principles to add value to processes and reduce waste. Attend and participate in operational huddles, meetings, and one-on-one discussions. 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, data integrity, and compliance.
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.
- Technology skills mentioned above.
Desired Qualifications*
- Work experience in a health care setting
- Registration and billing experience
- Knowledge of group health plans, government health plans, automobile and workers’ compensation plans
- Knowledge of Michigan Medicine policies, procedures, regulatory requirements and information systems
- Two years of work experience in an office or customer service setting with an outstanding record of attendance and punctuality
- Ability to work collaboratively in a team-focused environment
- Associate's or Bachelor's degree or equivalent experience and education.
Work Schedule
Hours: 3 weekdays 9:30a-7:00p 1 weekday 10:30a-7:00p Saturday 8a-1p
Work Locations
- This is a remote position where the staff member will work from home. In-home high speed internet is a requirement for this position and its cost is the responsibility of the employee.
- The staff member’s internet plan should run at 15 mbps download and 5 mbps upload to prevent common connectivity-related issues.
- There may be occasions where the staff member may need to report to the business office location, KMS Building - 3621 S. State St. in Ann Arbor, including meetings, training, computer or technology requirements, or to complete work that is not possible to handle remotely.
- The business location will have space available to reserve onsite work when required or necessary.
- Computing resources including required software applications, VPN, desktop computer, monitor, keyboard, mouse, webcam, and headset will be provided by the employer. Remote staff are not provided with a mobile phone but are provided with computer telephone and fax technology.
- Office equipment such as desk, chair, and printer are not provided by the employer for remote work.
- Basic supplies such as paper and pens, are stocked at the business location and are available to remote staff for pick-up should they choose. Unless otherwise agreed upon in advance with the supervisor/manager, additional hardware, software, printing, and cost of office supplies preferred by the staff member, are the responsibility of the employee.
- This position requires the staff member to agree and abide to the terms outlined in Michigan Medicine’s Telecommuting Work Agreement/Remote Work Agreement as well as departmental policies pertaining to remote work.
- Technology Skills required include the ability to set-up computer and monitors and connect accessory items such as keyboard, mouse, and headset. Remote computing support is available 24/7 via phone, chat, or ticketing system to all staff members.
- Staff will be expected to effectively communicate and resolve most computing issues directly with computing support resources and keep their supervisor informed of the progress.
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. The review and selection process may begin as early as the eighth day after posting. This opening 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.