"Patient Services Intermediate"

The University of Michigan Health Center for Reproductive Medicine at Bloomfield Hills Patient Services Intermediate will provide support to patients, families, physicians, and other members of the multidisciplinary team. The Division of Reproductive Endocrinology and Infertility (REI) within the Department of Obstetrics and Gynecology at the University of Michigan Health System provides the highest level of patient care in areas related to human reproduction including female and male infertility, assisted reproductive technologies, reproductive surgery, endometriosis, uterine fibroids, polycystic ovary syndrome, developmental problems, and issues related to reproductive hormones.

Responsibilities

Financial Counselor Support 20%

• Take incoming calls that are related to billing questions for services received at CRM.
• Verify discount were applied to charges if non-covered benefits.
• Verify billing diagnosis code, send for review if appropriate.
• Provide codes and/or costs of services.
• Review Daily Schedule (DAR) for any patients who need to sign waivers (agreement to pay or ABN for Medicare), pre-pay or need to discuss financial concerns.
• Run Charge Reconciliation Report for the department to review past days? charges for correct billing codes and diagnosis codes.
• Obtain referrals and authorizations for office visits and procedure as appropriate.
• Call Insurance company to verify benefits and authorization requirements.
• Help with any charge entry and/or questions regarding charge entry (ART labs charges, HOV?s).
• Prepare spreadsheets for our Livestrong Program (Sharing Hope) Patients who can receive fertility preservation at a package price. Track the charges and once treatment is complete. send spreadsheet over to KMS to have the service charges reduced to the package price.
• Serve as an Expert in area of UM employee benefits for IVF
• Monitor work queues for edits, authorizations, or referral needs.
• Monitor patient accounts for outstanding balances and reinforce clinic financial policy.
• IN basket management.

Clerical 80%

• Provide clinical business process support in a busy Reproductive Endocrinology and Infertility Clinic.
• Provide excellent customer service to patients by facilitating business processes including scheduling appointments by phone and in person and performing check in and check out.
• Schedule various complex procedures and instruct patients in proper test preparation.
• Complete financial documents and collect payments from patients using established guidelines.
• Triage patient phone calls based on clinic policies.
• Verify insurance eligibility, ensure referral and other authorization requirements are met for optimal reimbursement.
• Provide general clinic clerical duties as assigned to include communicating via the electronic medical record.

Required Qualifications

• High School Diploma or GED
• 3 - 4 years of experience
• The individual chosen will be responsible for meeting the highest standards of customer service including exhibiting a professional and positive image when interacting with patients, faculty and staff.
• Strong interpersonal and organization skills.
• Must be organized, multi-tasking self-starter and self-motivated with strong problem-solving skills.
• Must be able to work very well with others in a close team setting and be able to accept direction from multiple sources and prioritize tasks.
• Position requires individual to be flexible and exhibit professionalism in all interactions and communications.
• Strong and effective communication skills.
• Demonstrates active listening, written, verbal and information technology skills.
• Working knowledge of basic medical terminology.
• Position requires exceptional interpersonal skills.
• Financial counseling experience for healthcare patients.
• Familiarity with obtaining medical records or professional medical billing.
• Prior experience performing complex scheduling.

Desired Qualifications

• More than 3 years' experience in a medical office setting.
• Knowledge of medical insurances as they pertain to a specialty department.
• Previous prior authorization experience.
• Knowledge of University Policies and Procedures.
• Strongly prefer current or recent experience in a Michigan Medicine ambulatory care clinic setting and trained in Cadence, check-in and check-out within MiChart.
• Familiar with MiChart work queues.
• Comfortable using CISCO Finesse phone system.

This is a 40 hour per week position and will have variable/flexible weekday daytime schedule determined by the clinic demand and include approximately 1 out of 5 scheduled Saturday and Sundays.

This position is covered under the collective bargaining agreement between the U-M and the Service Employees International Union (SEIU), which contains and settles all matters with respect to wages, benefits, hours, and other terms and conditions of employment.