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
Provides 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 suggest workflow changes and improvements.
Responsibilities*
- Maintain accurate patient records and documentation, ensuring compliance with confidentiality and privacy regulations (HIPAA).
- 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.
- Serve as the point of contact between patients, healthcare providers, and administrative staff.
- 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.
- May collect cash and credit card payments from patients, determine patient pay portion and provide receipt of payment.
- Work closely with other healthcare professionals to ensure seamless patient flow and high-quality care.
- Provide expertise in navigating grid openings and closures and template redesign changes.
- Perform all reschedules for onsite clinic closures and offsite clinic closures greater than 6 weeks.
- Effectively address urgent template closures and reschedule patients utilizing scheduling tools independently.
- Create template request forms for any needed template changes or new providers and request them through the service now cadence tickets.
- Provide formal training/onboarding to clinic schedulers on scheduling guidelines and functionality of scheduling tools.
Required Qualifications*
- Graduation from high school or an equivalent combination of education and experience.
- Minimum three years experience.
Desired Qualifications*
- 3 or more years of customer service experience within a medical environment.
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
- Direct supervision is received from the Department Supervisor
- This position requires infrequent standing/walking.
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 any time after the minimum posting period has ended.
U-M EEO Statement
The University of Michigan is an equal employment opportunity employer.