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.
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
Provide an intermediate level of customer service and clerical support to patients within either inpatient or outpatient settings. May assist adjacent work units. Guides entry-level positions and suggests workflow changes and improvements.
Responsibilities*
- Maintain accurate patient records and documentation, ensuring compliance with confidentiality and privacy regulations (HIPAA).
- Serve as the point of contact between patients, healthcare providers, and administrative staff.
- Manage and respond to patient communication through two EPIC EMR systems (MiChart & Wisdom).
- Process and manage dental referrals, including tracking referral status and coordinating care with providers.
- Retrieve, scan, upload, and index patient documentation, including guardianship and legal paperwork, into the electronic health record.
- Monitor and maintain departmental work queues to ensure timely completion of patient and provider requests.
- Verify and enter dental insurance information, including eligibility and benefit coverage.
- Assist patients with questions related to dental benefits, insurance coverage, treatment estimates, and authorization requirements.
- Accurately verify patient information, including demographic details, medical history, and insurance coverage.
- Provide customer service to patients by facilitating business processes including appointment scheduling, check-in and check-out, pre-arrival and telephone triage.
- Contact patients prior to scheduled appointments to review treatment plans, obtain prior authorization updates, and communicate anticipated out-of-pocket costs.
- Communicate appointment changes, test results, or instructions to patients clearly and promptly.
- Assist healthcare providers with administrative tasks such as preparing patient files, documents, and arranging follow-up services.
- Enter planned dental treatment into the electronic health record and ensure treatment plans are accurately documented.
- Prepare, submit, and track dental prior authorizations with insurance carriers and follow up on authorization determinations.
- Coordinate with dental providers and clinical staff to support efficient patient scheduling and continuity of care.
Required Qualifications*
- Graduation from high school or an equivalent combination of education and experience.
- Minimum 3 years of experience in patient services, customer service, healthcare administration, or a related field.
Desired Qualifications*
- 3 or more years of customer service experience within a medical environment.
Previous dental office, dental clinic, or dental scheduling experience required/preferred.
- Knowledge of dental terminology, dental insurance plans, prior authorization processes, and treatment planning.
- Experience using electronic dental or medical record systems, patient scheduling systems, and insurance verification tools.
- Knowledge of dental terminology, dental insurance plans, prior authorization processes, and treatment planning.
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.
Additional Information
SUPERVISION RECEIVED: Direct supervision is received from the Department Supervisor.
Additional Information
PHYSICAL REQUIREMENTS: This position requires infrequent standing/walking. This description is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.
Union Affiliation
This position is included in the bargaining unit represented by the Service Employees International Union - Healthcare Michigan (SEIU), which represents bargaining unit members in all matters with respect to wages, benefits, hours, and other terms and conditions of employment.
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 any time 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.