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.
Job Summary
Why Join the Department of Social Work Guest Assistance Program?
As a member of this team, you will play a vital role in ensuring that we deliver optimal customer service to all patients and families. As a member of the department?s Guest Assistance Program, you will support social workers in delivering professional social work services to our most vulnerable patient populations. You will have the opportunity to positively impact the experience of patients and families daily, helping them as they navigate their healthcare journey.
The Department of Social Work strives to foster an environment of respect and belonging; a place where every person feels valued and can thrive. We are seeking a diverse candidate who is passionate about providing optimal care to this patient population.
What Perks and Benefits Can You Look Forward to?
- 2:1 match on retirement savings
- Excellent medical, dental, and vision coverage starting on day one of employment
- Generous Paid Time Off (PTO) and paid holidays
- Financial support for continuing education and certifications
Responsibilities*
You will be responsible for:
Serves as the front-line introduction to the Guest Assistance Program (GAP) and social work services within Michigan Medicine.
Triage all requests
Navigate external calls to ensure they are connected appropriately.
Resources kept within the GAP office that all social workers rely on (SW and Care Management)
Accurately and comprehensively disseminate all necessary referral information to insurance and general stakeholders in order to facilitate the transition to the next level of care for the patient.
Communicate effectively with all stakeholders inclusive of Social Work and Care Management staff, insurance carriers to ensure that transition information is current, accurate, and complete.
Provide concise, applicable, and timely responses to requests for information from vendor/insurance providers using a systematic, efficient, and thorough procedure for retrieving information.
Create and maintain accurate communication in electronic medical records and other applicable software programs as specified by UMHS Social Work Department policy and procedure.
Contribute to the achievement of UMHS Social Work Department goals through effective participation in work groups.
Maximize work efficiency through the use of computers and other technologies as evidenced by proficient skill in accessing and disseminating referral and patient care information.
Maintain confidentiality of patient and proprietary information by observing legal and ethical guidelines for safeguarding the confidentiality of patient and proprietary information.
Provide callers with assistance and redirect calls as needed to appropriate personnel; including de-escalation to callers in distress.
Appropriately distribute any correspondence received via FAX, email, phone calls, mail or voicemail as required.
Communicate with patients/caregivers when initiating referrals and follow department referral guidelines.
Upon direction from Social Work staff assist with obtaining insurance authorization through multiple State of Michigan managed care insurance plans as well as Medicaid for inpatient and outpatient patient populations.
Assists in obtaining and documenting insurance authorizations and approval days in multiple computer programs.
Maintain updated/accurate contact information for insurance provider in appropriate database or MiChart
Perform other duties and responsibilities as assigned by leadership based on organizational needs
Required Qualifications*
High school diploma or general education equivalency
Minimum 3 years of experience in healthcare, patient access, care coordination, insurance authorization, or related administrative environment.
Demonstrated experience handling a high volume of incoming calls, triaging requests, coordinating information, and directing inquiries to appropriate departments or personnel.
Excellent interpersonal skills
Demonstrated analytical and problem-solving skills necessary to assess the urgency and complexity of requests, determine appropriate next steps, and effectively prioritize workflow.
Desired Qualifications*
An associate degree in social sciences or other health related field or an equivalent combination of education and experience is necessary.
Experience in the health care environment with a demonstrated knowledge of regulations, standards, and guidelines applicable to home care services.
Proficiency in medical terminology.
Proficiency in use of computer technology and experience with Microsoft Office software applications.
- Excellent organizational, multi-tasking skills and ability to work independently and regularly exercise judgment in setting priorities
Modes of Work
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.
Work Schedule
This is a full-time, 40 hour/week on-site position. The typical schedule is Monday-Friday with start and end times of 8:30am-5:00pm.
Work Locations
This position will work onsite in the Guest Assistance Program main office located within University Hospital, 1500 E. Medical Center Dr., Ann Arbor, MI 48109.
Union Affiliation
This position is covered under the collective bargaining agreement between the U-M and the Service Employees International Union (SEIU), which contains and settles all matters with respect to wages, benefits, hours, and other terms and conditions of employment.
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 Statement
The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.