"Patient Services Intermediate"

The Infusion Access Center is a Michigan Medicine Ambulatory Care Team dedicated to providing high quality care for centralized scheduling of infusion services and pre-authorization reviews that include Adult & Peds Non-Cancer Infusions, Adult & Peds Cancer & transfusions. We are actively seeking a compassionate, enthusiastic, and patient-focused individual who will share in our goal of crafting the ideal experience for our patients, families, and employees.

As a Patient Service Intermediate with Michigan Medicine, the role provides a high level of customer service and clerical support to patients in our outpatient settings. May assist adjacent work units. Guides entry-level positions and suggests workflow changes and improvements.

This is a full-time, 40-hour/week position, Monday-Friday, weekends possible.

• Schedule new and return Peds and Adult Infusion appointments (ONC and NON ONC), determining appropriate clinic and utilizing scheduling guidelines and informational tools
• Answer high volume phone line
• Trouble shoot and resolve scheduling issues
• Incorporate and practice Lean principles into daily work
• Function as a collaborative and contributing team member
• Obtain insurance approvals for Adult & Pediatric Cancer & Non-Cancer Infusion Services.
• Review patient benefit level to determine cost share out of pocket expense for upcoming procedure and infusions services.
• Provide Insurance Verification for coverage changes.
• Contact appropriate third-party representatives for information and assistance with determining benefit level when online resources are not available
• Resolve problems with payers prior to service
• Manage daily work queues/inbaskets
• Diagnosis review (ICD-10) for all infusions, including Local Coverage Determination, National Comprehensive Cancer Network Compendium, contact providers for non-covered diagnosis and discuss options, including contacting payer for Medical Director review
• Demonstrate outstanding customer service skills
• Work closely with Clinical Teams to provide an ideal patient experience
• Initiate telephone triage in basket notes; document according to specified clinic standards.
• Complete routine referrals
• May collect cash and credit card payments from patients, determine patient pay portion and provide receipt of payment
• Other clerical duties as assigned.

Graduation from high school or an equivalent combination of education and experience. Minimum 3 or more years of experience within a medical environment.

PHYSICAL REQUIREMENTS: This position requires infrequent standing/walking

• 3 or more years of experience within a medical environment.
• Knowledge of basic medical terminology
• Prior experience performing complex scheduling
• Experience answering high volume calls
• Must exhibit professional behavior at all times
• Experience facilitating and coordinating a patient's continuum of care, as well as, identifying and recommending appropriate resources available
• Ability to multi-task and produce high quality work in a timely, accurate, and efficient manner
• Demonstrates excellent attendance record and ability to work independently
• Working knowledge of Insurance & authorizations