"Patient Services Associate"

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

The Pediatric Neurology Division of the University of Michigan Health System brings together the expertise and specialized skills of a multidisciplinary staff devoted to promoting optimal care for infants, children and adolescents with neurological problems. The primary mission of the clinic is to partner with our doctors, nurses and other providers to deliver excellent care and customer service. We are seeking a compassionate, enthusiastic, and self-driven Patient Services Associate. This individual will share our priorities which include: high quality medical care, excellent customer service, safety of staff and patients, efficiency, employee satisfaction, stewardship of resources and the ideal experience for our patients, families and employees.

Provide operational support to the Pediatric EEG Lab. Coordinate and facilitate communication between physicians, nurse providers, and patients regarding issues relevant to the medical care. Assist in identifying and resolving operational problems. Individual must maintain an excellent rapport in person or via the telephone with patients, faculty, and staff, within a team setting. Participate fully in the Lean in Daily Work (LIDW) model of continuous quality improvement.

The role includes:

• Answering incoming phone calls and responding to patient inquiries in the pediatric EEG lab.
• Managing and prioritizing orders in the EEG work queue; scheduling routine outpatient and ambulatory EEG studies.
• Coordinating ambulatory EEG studies in partnership with STRATUS.
• Collaborating with EEG technologists to prepare patients and families for EEG procedures and provide information on what to expect
• Communicating with the call center, clinic, and clinical care teams via MiChart in-basket and email.
• Processing outpatient billing and reconciliation.
• Performing insurance verification and coordinating insurance appeals.
• Managing EEG office mail, including mailing patient documents.
• Providing back-up coverage for various scheduling and administrative tasks within the EEG and Epilepsy divisions.
• Performing other related duties as assigned.

Requirements:

• High School diploma or an equivalent combination of education and experience is necessary.
• Demonstrated experience and competence in using computers, including standard business software and electronic medical record (EMR) systems.
• Working knowledge of general office procedures and the ability to comprehend medical documentation
• Strong interpersonal and verbal/written communication skills
• Demonstrated active listening, written, verbal and information technology skills.
• Ability to work collaboratively and seamlessly as an integral member of the team.
• Proven ability to maintain and uphold patient confidentiality protocols
• Ability to take initiatives and exercise critical thinking skills to effectively solve problems and improve quality with the framework of patient care support protocols.

Preferred:

• 2–3 years of experience within a large, complex healthcare system
• Experience working with pediatric populations
• Proficiency in medical terminology
• Previous experience with the MiChart Cadence/Epic system
• Responds positively to change and displays a willingness to learn new methods of accomplishing work
• Adheres to high standards of teamwork by showing adaptability, flexibility, and consistently sharing information and resources with colleagues
• Knowledge of University policies and procedures

This is a full time Monday-Friday hybrid position, with 2 days per week remote. The first several weeks of training will be onsite and our remote work schedule is dependent on in-office needs.

Work Location: C.S. Mott Children’s Hospital