Customer Service Rep Intermediate Scheduler

University of Michigan

Experience: 2+ yrs
Location: Ann Arbor, Michigan, United States
Job type: Full-time

Required skills

Epic/MiChart

About the role

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

We are actively seeking compassionate, enthusiastic, and patient-oriented individuals who will share in the goal of creating the ideal experience for our patients, families, and employees. To be considered for this position, a cover letter is required and should be attached as the first page with your resume.

This position is responsible for scheduling and arriving appointments through Epic/Michart for Wheelchair Seating Service (WSS), rooming patients, providing notification to providers, mail distribution, and the creation of electronic files and performing insurance verifications. As well providing coverage for other Patient Experience positions.

Responsibilities*

Schedule patient appointments in the Epic/MiChart system within established Quality Improvement timelines and maintain appropriate scheduling blocks as needed.
Verify insurance coverage, eligibility, and benefit information; obtain referrals and prior authorizations as required by insurance guidelines. Communicate coverage details and co-pay responsibilities to patients and referral sources as appropriate.
Pre-qualify patients for equipment based on individual insurance guidelines and coverage requirements.
Enter and maintain accurate patient demographic information and complete labor tracking documentation.
Assign appropriate ICD-10 diagnosis codes within the computer system to support order processing and billing requirements.
Coordinate appointment scheduling with Physical Therapists (PTs), Assistive Technology Professionals (ATPs), Bio-Medical Engineers (BMETs), and other clinical staff to ensure appropriate clinic coverage and efficient patient flow.
Review incoming referrals and supporting documentation to ensure all required clinical and insurance information is complete prior to scheduling appointments.
Communicate appointment confirmations, changes, and preparation instructions to patients and referral sources in a timely and professional manner.
Monitor scheduling queues and worklists to ensure timely processing of orders and adherence to departmental service timelines.
Provide general customer service support by responding to patient inquiries related to scheduling, documentation requirements, and appointment logistics.
Adaptability and flexibility in all aspects or work assignments.
Participate in department/unit activities including, but not limited to, staff meetings and in-services.
Perform other duties as assigned to maintain the efficiency of the department.
Other Related Duties
Generate, review, and work departmental reports assigned to support scheduling accuracy and operational efficiency.
Establish, maintain, and update electronic and hard copy records in accordance with departmental policies and compliance standards.
Adhere to department guidelines for professional communication via phone, fax, and email to ensure timely and accurate exchange of information.
Comply with all University of Michigan and departmental policies, procedures, standards, and performance expectations.
Support the department?s commitment to continuous improvement by contributing positively and respectfully to problem-solving initiatives and change management processes within Home Care Services.
Perform other duties as assigned to support departmental operations and patient care objectives.

Required Qualifications*

High School Diploma or GED.
2 -5 years of customer service experience.
Provides excellence in patient satisfaction.
Communicates effectively in ways that enhance productivity and build respectful relationships.
Demonstrates active listening, written, verbal, and information technology skills.
Adheres to high standards of personal and professional conduct.
Responds positively to change, showing willingness to learn new ways to accomplish work.
Adopts practices to improve work processes, enhance customer satisfaction and ensure excellence in daily work.
Good attendance.
Exceptional interpersonal skills and ability to work well within a team setting.

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.

Work Schedule

Days: Monday - Friday
Hours: 8:30am - 5:00pm
The above is subject to change based on business needs.
Work Location: 2850 S Industrial Highway STE 200 Ann Arbor Mi 48104. This position is an onsite role based out of the business office location. Staff members are expected to report to the office as scheduled and perform all job duties onsite. Staff may occasionally be required to attend meetings, trainings, or complete additional responsibilities as directed by leadership.

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.

About University of Michigan

Public research university offering undergraduate and graduate education.

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