Patient Services Intermediate
University Of Michigan, Ann Arbor, MI, United States
Job Summary
The Infusion Access Center is a Michigan Medicine Ambulatory Care Team dedicated to providing high quality care for centralized scheduling of infusion services and pre-authorization reviews that include Adult & Peds Non-Cancer Infusions, Adult & Peds Cancer & transfusions. We are actively seeking a compassionate, enthusiastic, and patient-focused individual who will share in our goal of crafting the ideal experience for our patients, families, and employees.
As a Patient Service Intermediate with Michigan Medicine, the role provides a high level of customer service and clerical support to patients in our outpatient settings. May assist adjacent work units. Guides entry-level positions and suggests workflow changes and improvements.
This is a full-time, 40-hour/week position, Monday-Friday, weekends possible.
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
Schedule new and return Peds and Adult Infusion appointments (ONC and NON ONC), determining appropriate clinic and utilizing scheduling guidelines and informational tools
Answer high volume phone line
Trouble shoot and resolve scheduling issues
Incorporate and practice Lean principles into daily work
Function as a collaborative and contributing team member
Obtain insurance approvals for Adult & Pediatric Cancer & Non-Cancer Infusion Services.
Review patient benefit level to determine cost share out of pocket expense for upcoming procedure and infusions services.
Provide Insurance Verification for coverage changes.
Contact appropriate third-party representatives for information and assistance with determining benefit level when online resources are not available
Resolve problems with payers prior to service
Manage daily work queues/inbaskets
Diagnosis review (ICD-10) for all infusions, including Local Coverage Determination, National Comprehensive Cancer Network Compendium, contact providers for non -covered diagnosis and discuss options, including contacting payer for Medical Director review
Work closely with Clinical Teams to provide an ideal patient experience
Initiate telephone triage in basket notes; document according to specified clinic standards.
Complete routine referrals
May collect cash and credit card payments from patients, determine patient pay portion and provide receipt of payment
Other clerical duties as assigned.
Required Qualifications
Graduation from high school or an equivalent combination of education and experience.
Minimum 3 or more years of experience within a medical environment.
Desired Qualifications
3 or more years of experience within a medical environment.
Knowledge of basic medical terminology
Prior experience performing complex scheduling
Experience answering high-volume calls
Must exhibit professional behavior at all times
Experience facilitating and coordinating a patient's continuum of care, as well as, identifying and recommending appropriate resources available
Ability to multi-task and produce high-quality work in a timely, accurate, and efficient manner
Demonstrates excellent attendance record and ability to work independently
Working knowledge of Insurance & authorizations
Benefits
Excellent medical, dental and vision coverage effective on your very first day
2:1 Match on retirement savings
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 employment opportunity employer.
#J-18808-Ljbffr
The Infusion Access Center is a Michigan Medicine Ambulatory Care Team dedicated to providing high quality care for centralized scheduling of infusion services and pre-authorization reviews that include Adult & Peds Non-Cancer Infusions, Adult & Peds Cancer & transfusions. We are actively seeking a compassionate, enthusiastic, and patient-focused individual who will share in our goal of crafting the ideal experience for our patients, families, and employees.
As a Patient Service Intermediate with Michigan Medicine, the role provides a high level of customer service and clerical support to patients in our outpatient settings. May assist adjacent work units. Guides entry-level positions and suggests workflow changes and improvements.
This is a full-time, 40-hour/week position, Monday-Friday, weekends possible.
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
Schedule new and return Peds and Adult Infusion appointments (ONC and NON ONC), determining appropriate clinic and utilizing scheduling guidelines and informational tools
Answer high volume phone line
Trouble shoot and resolve scheduling issues
Incorporate and practice Lean principles into daily work
Function as a collaborative and contributing team member
Obtain insurance approvals for Adult & Pediatric Cancer & Non-Cancer Infusion Services.
Review patient benefit level to determine cost share out of pocket expense for upcoming procedure and infusions services.
Provide Insurance Verification for coverage changes.
Contact appropriate third-party representatives for information and assistance with determining benefit level when online resources are not available
Resolve problems with payers prior to service
Manage daily work queues/inbaskets
Diagnosis review (ICD-10) for all infusions, including Local Coverage Determination, National Comprehensive Cancer Network Compendium, contact providers for non -covered diagnosis and discuss options, including contacting payer for Medical Director review
Work closely with Clinical Teams to provide an ideal patient experience
Initiate telephone triage in basket notes; document according to specified clinic standards.
Complete routine referrals
May collect cash and credit card payments from patients, determine patient pay portion and provide receipt of payment
Other clerical duties as assigned.
Required Qualifications
Graduation from high school or an equivalent combination of education and experience.
Minimum 3 or more years of experience within a medical environment.
Desired Qualifications
3 or more years of experience within a medical environment.
Knowledge of basic medical terminology
Prior experience performing complex scheduling
Experience answering high-volume calls
Must exhibit professional behavior at all times
Experience facilitating and coordinating a patient's continuum of care, as well as, identifying and recommending appropriate resources available
Ability to multi-task and produce high-quality work in a timely, accurate, and efficient manner
Demonstrates excellent attendance record and ability to work independently
Working knowledge of Insurance & authorizations
Benefits
Excellent medical, dental and vision coverage effective on your very first day
2:1 Match on retirement savings
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 employment opportunity employer.
#J-18808-Ljbffr