Patient Services Associate

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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 clinic operational support to a complex multiple physicians? practice in an adult and pediatric, ambulatory care setting to the West Shore Urology. Participate in a rotation of all jobs including check-in, check-out, cash collection, and cash reconciliation. Jobs include direct public contact, detailed complex patient scheduling via the Cadence/EPIC scheduling system, and coordination and scheduling of outside referrals and diagnostic testing. The position includes the responsibility of verifying accurate insurance, guarantor, primary care and referring physician information. Individual is responsible for verification and updating accurate patient demographic information. All verification and updating duties must be performed real time, during the patient visit either directly by the Patient Services Assist or via assistance from the Registration Department. This position is responsible for working insurance authorization denials and appeals, obtaining authorizations for surgeries at non-UM facilities, and obtaining authorizations for medications. Individual must maintain an excellent rapport in person or via the telephone with patients, faculty, and staff within a team setting.

Responsibilities*

• Schedule new and return patient visits determining appropriate clinic provider based on specified standards.
• Schedule clinic visits, diagnostic services and ambulatory procedures for patients.
• Verify insurance and guarantor information; if a change is warranted, stop the check-in process and route patient to Registration.
• Verify and update patient demographic, primary care, and referring provider information in real time as part of the check-in process.
• Work insurance authorization denials and appeals, scheduling Peer-to-Peer appointments with the providers as warranted.
• Obtain authorizations for surgeries performed at local non-Michigan Medicine facilities.
• Obtain authorizations for medications.
• Maintain Q-Genda schedules for WSU providers.
• Contact and reschedule patients? appointments due to provider unavailability.
• Inform patients of necessary preparations prior to visit or test in accordance with established guidelines.
• Collect cash and credit card payments from patients using established guidelines to determine patient pay portion and provide receipt of payment.
• Recognize when it is appropriate to refer patients to Patient Financial Counseling to set up payment plans or to follow up on questions regarding billing statements.
• Reconcile clinic cash collections daily, according to specified clinic standards.
• Image designated documents into the MiChart system such as procedure consents.
• Verify that entry process of imaging was successful.
• Participate fully in the Lean in Daily Work (LIDW) model of continuous quality improvement. Active participation in LIDW includes identification of problems and submission of ideas for improvement to address problems, participation in daily huddles, and the use of structured problem solving, in a team setting, to address more complex problems.
• Other Duties as assigned.

Required Qualifications*

Graduation from high school or an equivalent combination of education and experience

Desired Qualifications*

• 1 year of customer service experience
• Knowledge of PCs and desktop software with accurate typing speed of 40 wpm.
• Basic experience with e-mail systems.
• Demonstrates friendly and warm face-to-face demeanor with a clear, well-modulated speaking voice, ability to provide direct eye contact, and demonstrate kindness and respect to our patient population, faculty, and staff.
• Strong interpersonal and communication skills are necessary.
• Ability to manage stress effectively.

Why Join Michigan Medicine?

Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world?s most distinguished academic health systems. In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.

What Benefits can you Look Forward to?

• 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 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.