"Customer Help Desk Tech Inter"

Facilitates registration-related support to internal Michigan Medicine customers from a variety of operational units. Provides at-the-elbow education, coaching, training, and ongoing support and feedback to staff who perform revenue cycle functions in standard business processes including registration, insurance eligibility and benefit verification, and front-end billing procedures. Assists with planning and implementation of new and enhanced technologies and business processes. Performs registration functions that include obtaining/verifying correct mailing address, phone numbers, other demographic and personal information, emergency contacts, primary-care physician, the person who is financially responsible for their outstanding balances (guarantor), and insurance information. Enters all information into MiChart. Contacts insurance companies via online resources or by phone to ensure health insurance coverage is active, and that our information is correct. Works collaboratively to resolve registration and billing issues. Follows-up with external agencies to ensure registration and billing information is accurate prior to claims being released.

• Represents Michigan Medicine positively. Demonstrates professionalism, respect, and courtesy in all interactions.
• Provides support and education to internal customers from areas such as Revenue Cycle Pre-Service, Mid-Service, and Post-Service; outpatient clinics; MLabs; Joint Ventures; Regional Alliance for Healthy Schools; and others who perform revenue cycle operations and standard business processes.
• Responds to inquiries received via phone, email, patient portal, and fax accurately, timely, with compassion, sincerity, warmth, caring, and professional language.
• Builds rapport and works collaboratively with customers. Demonstrates active listening, checks for understanding, and asks clarifying questions when needed.
• Handles difficult conversations, both verbally and written, with empathy, concern, and reassurance.
• Assists in the development and maintenance of procedural documentation for Registration and the community of MiChart Prelude users.
• Performs special handling procedures that fall outside normal business operations. Assists with documenting and maintaining special handling unit materials.
• Assists in the development, testing, and documentation of new and existing technologies.
• Completes MiChart work queues that identify user, process, and system errors. When applicable, provides feedback to end users, Pre-Service management, Business Analysts and HITS. Coordinates efforts with billing departments to resolve work queue items that have both a registration and billing component.
• Obtains discharge dates from Skilled Nursing Facilities to ensure proper billing as outlined by CMS.
• Recognizes process and systems problems and takes the appropriate steps to investigate and resolve them.
• Utilizes Lean principles to add value to processes and reduce waste. Escalates issues to the appropriate person when necessary. Represents Registration department with other Revenue Cycle departments, clinic partners, and insurance companies on an 'as needed' basis.
• Participates in project and committee work under minimal supervision.
• Represents PBS Help Desk at meetings, shares information learned at meetings with team members and management, and completes any tasks that are assigned during the meetings timely.
• Takes the appropriate steps to investigate, report and resolve process gaps, IT issues, and user errors. Recommends continuing education, process improvements, and IT enhancements.
• Reports PBS Help Desk usage trends to Registration management.
• Receives and investigates end-user reports of systems and process issues. Submits service tickets to HITS and informs business owners as appropriate.
• Reviews, investigates, and resolves HITS service tickets involving registration-related operations and technology in a timely manner.
• Takes ownership of issues until resolution is reached or appropriate escalation has occurred.
• Works closely with Health Information Management and other business units to correct and maintain accuracy of patient identity in MiChart.
• Interviews patients, parents, and guardians over the phone via incoming and outgoing phone calls to collect and verify demographic, physician, guarantor, and insurance information.
• Adheres to patient interview script to ensure the collection of registration data elements.
• Identifies and resolves patient insurance issues that could result in claim rejections or over-payments. Verifies insurance eligibility using on-line systems and manual processes to ensure coverage is in effect and patient is listed on the policy. Communicates with insurance companies and other Michigan Medicine departments on behalf of the patient in an effort to resolve issues. When necessary, involves and guides patients through the steps needed to achieve successful issue resolution.
• Meets all Michigan Medicine annual competencies and maintains the highest level of customer service, confidentiality, data integrity, and compliance.

High school diploma or G.E.D; minimum of two (2) years’ experience with patient registration in a health care setting with an outstanding record of attendance and punctuality; knowledge of group health plans, government health plans, automobile and workers’ compensation plans; demonstrated ability to establish and maintain effective relationships with internal and external customers in a manner that consistently meets the organization’s expectations for exemplary customer service; strong communication and interpersonal skills; computer literacy; ability to enter a substantial amount of data while maintaining a high level of accuracy; technology skills mentioned above as remote job requirements.

Excellent organizational, analytical, and independent problem-solving skills; ability to resolve issues while maintaining flexibility; billing experience in a health care setting; ability to work collaboratively in a team-focused environment; knowledge of Michigan Medicine policies, procedures, regulatory requirements and information systems; Associate's or Bachelor's degree or equivalent experience and education.

Hours: Monday - Friday 8:00 am - 4:30 pm