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.
Job Summary
The Pediatric Neurology Clinic of the University of Michigan Health System brings together the expertise and specialized skills of a multidisciplinary staff devoted to promoting optimal care for infants, children, and adolescents with neurological problems. The primary mission of the clinic is to partner with our doctors, nurses, and other providers to deliver excellent care and customer service. We are seeking a compassionate, enthusiastic, and self-driven Patient Services Intermediate. This individual will share our priorities which include: high quality medical care, excellent customer service, safety of staff and patients, efficiency, employee satisfaction, stewardship of resources and the ideal experience for our patients, families and employees.
The Patient Services Intermediate in the CW Mott Pediatric EEG division provides care navigation/coordination for patients with complex illnesses.
Responsibilities*
Provide operational support to the Pediatric Neurology and Epilepsy Programs; coordinate and facilitate communication between physicians, inpatient nurses, and patients regarding issues relevant to their medical care. Assist in identifying and resolving operational problems and maintain an excellent rapport in person or via the telephone with patients, faculty, and staff, within a team setting. Participate fully in the Lean in Daily Work (LIDW) model of continuous quality improvement.
As a care navigator:
- Guide patients through referral intake process and scheduling of various pediatric inpatient and outpatient EEG studies
- Manage LTM, STM, and ACR scheduling and billing process via MiChart and our Tableau database
- Obtain insurance authorization for scheduled studies and communicate with inpatient billing team on LTM approvals and coordination of peer-to-peer reviews
- Communicate with hospital teams (admitting, EEG techs, Epilepsy service and Pediatric Neurology providers) regarding admissions and changes in schedule
- Act as primary resource and point of contact for patients with complex scheduling questions or concerns regarding admissions and coordination of care
- Respond to and evaluate patient inquiries, resolve disputes including clinic procedures policies and billing issues
- Navigate and respond to inbasket messages to ensure excellent patient care and optimal clinic flow
- Manage incoming patient calls and cover phone line for routine EEG studies as needed
- Communication/Telephone Skills:
- Adheres to established telephone management principles
- Demonstrates good customer service telephone skills
- Provide cross-coverage for routine EEG services
- Other duties as assigned
Required Qualifications*
High School Diploma or GED
3-4 Years of relevant experience
Knowledge of basic medical terminology
Prior experience performing complex scheduling
Exceptional interpersonal skills and ability to work well within a team setting
Communicates effectively
Demonstrates active listening, written, verbal and information technology skills
Ability to multi-task in a fast paced, multi-disciplinary clinical setting.
Demonstrated excellent attendance
Extensive knowledge of Microsoft Outlook
Expected to be proficient in identifying problems, seeking and implementing solutions
- Responds positively to change, showing willingness to learn new ways to accomplish work.
- Adheres to high standards of teamwork by demonstrating adaptability, flexibility, and consistently sharing information and resources with others.
Desired Qualifications*
- Prior authorization experience for healthcare patients
- Experience working within a large complex healthcare setting
- Experience with pediatric population.
- Previous experience with MiChart Cadence/Epic system
Familiarity with obtaining medical records and professional medical billing
Knowledge of UMHS policies and procedures
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.
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.
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.