Customer Service Representative Intermediate

The University of Michigan; Ann Arbor (MI); Hybrid; USD 36,000 - 52,000; Full time

Job summary

University of Michigan’s Michigan Medicine is seeking a Customer Service Representative Intermediate to deliver exceptional service to internal and external customers, manage referrals and scheduling, and support insurance verification and prior authorization processes.

You will coordinate field staff schedules, liaise with clinics and care managers, and ensure timely and accurate data entry and communication.

Qualifications

• High school diploma or equivalent
• Exceptional interpersonal and communication skills
• Knowledge of medical terminology
• Ability to work independently and manage time effectively
• Proficiency with Microsoft Office and common software

Responsibilities

• Provide exemplary customer service to internal and external customers for routine and non-routine business.
• Verify insurance benefits and deductibles; coordinate referrals and scheduling for MVN patients.
• Assist with data entry, scheduling, billing and authorization processes.
• Coordinate field staff assignments and communicate with clinics, physicians and care managers.

Skills

Interpersonal skills

Active listening

Written & verbal communication

Medical terminology

Prioritization

MS Office / computer skills

Independent worker

On-site work

Education

Associate/Bachelor degree in Business or Health Administration

Working knowledge of health insurance eligibility & verification

Job description

Customer Service Representative Intermediate

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.

Responsibilities*

BASIC FUNCTION AND RESPONSIBILITIES:

Thisposition is responsible forprovidingexemplary customer service to internaland externalcustomers forroutineand non-routinebusiness.Possessesandappliesabroadknowledgeofprinciples, practices,andproceduresparticulartoMichigan Visiting Nurses.

Appliesoriginalityandingenuitytoresolvingcomplexissues.Responsibilitiesinclude but arenotlimitedto processand evaluatereferralsforaccuracyandcompleteness;schedulefieldstaffassignmentsfora designatedpatientpopulation; verify insurance benefits and copays; obtaining prior authorization for clinical services; identifying and informing Supervisor (Charge Nurse, Clinical Care Coordinator, etc.) of referral issues, problems and trends.Collaborates with referral sources, including clinics, physicians, and hospital Care Managers, to obtain necessary information regarding referrals. Supports operational process by coordinating workflow.

Applies advancedskillstotheposition,andadaptsprocedures, processes, andtechniquestomeetthemore complexrequirementsoftheposition.Resolvesmostquestionsandproblemsandrefersonlythemostcomplex issues to higher levels.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides excellent customer service and pro-actively problem solves to ensure efficient and accurate processing of referrals and authorizations to ensure optimum operations for all department functions.
• Monitors and processes all referrals for MVN home care services
• Verifies home care insurance benefits and eligibility, including copay and deductible amounts,to initiate service in a timely manner.
• Efficientlyperformstimelyandaccuratedataentryof referralandinsuranceinformation.
• Coordinates the scheduling for all MVN patients and assigns clinician schedules using established guidelines. Provides timely communication with patients and staff regardingscheduling.
• Actsas liaisonforthedepartment bypromoting collaborative communication withreferral sources, patients/families, the public and team members to develop, support and maintain positive relationships.
• Refers clinical questions and issues with home care referrals and physician orders to the Supervisor, Clinical Care Coordinator, or Charge Nurse.
• Responsibleforthecoordinationofdailyworkflow.
• Updatesworkschedulestoaddressacuteneeds orchangesinstaffingresources.
• Participateswiththe leadershipteamtoensureeffectiveoperations.
• Imagesdocumentsintothemediatab ofMiChart.
• Tracksandensuresnecessarydocumentationtofulfillpriorauthorizationandre-authorization requirementsfor billing and collection purposes.
• Monitors andreviews work queuesindependently ona daily basisfor resolution ofissueto ensure timely initiation of scheduling, discharge and billing processes.
• Independentlyresolves problemsinterdepartmentally and externally,including clinicians,billing, MiChart team, etc.
• Assistspatients navigatingthem throughthecomplexlogisticsofthehealthsystem.
• Proficiently use department technology to execute assigned tasks.
• Collaborateswithmanagementandstafftodistributeimmediatenotificationofasupplyrecall.
• Manages all supplyorderingforpatientsandstaff, assuring full stock is maintained andavailable for field clinicians. Managessupplyaccountsthroughvariousvendors.
• Contactspatientstoauditthereceipt ofsuppliesandsatisfactionwithservice.
• Collaborates withtheWound CareCoordinator andsupervisors regardingcoordination ofcare and delivery of cost-effective product selection.
• Provides cross-coveragefor allMVNareas(OB/Peds, Adult Certified, Rehabilitation).May specialize in certain patient population referrals, scheduling, and coordination.
• Proactively participatesincontinuousqualityimprovement andreviewofexistingprocesses.Makes recommendations for more efficient alternatives.
• Contributestoapositiveworkenvironment.
• Actively engages the patient and family, as applicable, by exhibiting respect and dignity, sharing information in a timely and unbiased manner, and welcoming and encouraging participation to achieve shared decision making.
• Collaborates with other members ofthe team, including the patient andfamily, to achieve the ideal patient care experience.
• MVN weekend coverage, as assigned

OTHERRELATEDDUTIES:

• ComplieswithallUniversityofMichigananddepartmentalstandardsandexpectations.
• Supports the department's commitment to continuous improvement activities and principlesthrough positive and respectful contributions in all problem-solving and change processes at HomeCareServices.
• Handles special assignments and provides a variety of clinical/clerical support activities, and performsotherdutiesasassignedbythesupervisor.

Required Qualifications*

• HighSchooldiplomaorequivalent
• Exceptionalinterpersonalskillsandthe ability toworkwellwithin ateamsetting
• Demonstratedactivelistening,written,andverbalskills
• Knowledgeofmedicalterminology
• Abletoprioritize andcompletework inaself-directedmanner
• Proficientcomputer skills,includingMicrosoftOfficeproductsand othersoftwareapplications
• Ability toworkindependentlyandefficiently
• Ability to travel from point A to point B throughout the workday as assigned.
• Ability to work on-site or alternate location as needed.

Desired Qualifications*

• Associate'sorBachelor'sdegreeinBusiness,HealthAdministrationor health-relatedfield
• Working knowledge of a variety of health insurance eligibility, authorizatio,n and verificationrequirements

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 30,000employees 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 .

Additional Information

PHYSICALREQUIREMENTS:

The employeewill be able toperformthe assigned dutiesandresponsibilitieswith orwithoutreasonable accommodations:ability towork inasedentarypositionforlongperiodsoftime,abilitytocommunicate/ exchange information, fine motor coordination/dexterity necessary for keyboarding or typing, and may requirereaching, bending,twisting,stooping, movingabout, liftingofupto10 pounds, etc., withorwithouttheuseofassistive/adaptivedevices.

OCCUPATIONALHAZARDINFORMATION:

Staffmembersmayhaveroutineexposuretoallchemicalinventory, inclusiveofhazardous materials,housedatallworksitesforHomeCareServices,includingbutnotlimitedto:the office, hospital, clinics,vehicles andwarehouse. Chemicalinventoryreferencematerialsareavailabletoallstaffintheformofhardcopyandon-lineMaterialSafetyDataSheets.

Staffmaycarryoutassignmentsinpatient'shomes,hospitals,clinicsandHCSoffices.Staff maydrivepersonalor Universityownedvehicle andwalkonunevensurfaces tothesevarious worksitelocationsinallweatherconditionsonaregularbasis.

This description is intended to indicate the kinds oftasks and levels ofwork and/or difficulty that will be required of positions given this title and shall not be construed as declaring what the specific duties and responsibility of any particular positionshallbe.Itis notintendedtolimitorinanyway modify therightofany supervisortoassign, direct and control the work of employees under their supervision.

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.

In addition to the screenings indicated above under Michigan law, a criminal history check including fingerprinting is required as a condition of transfer or employment for this position.

Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process maybegin as early as the eighth day after posting.This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

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.