"Patient Services Intermediate"

Provides an intermediate level of customer service and clerical support to patients within either inpatient or outpatient settings. May assist adjacent work units. Guides entry-level positions and suggests workflow changes and improvements.

• Maintain accurate patient records and documentation, ensuring compliance with confidentiality and privacy regulations (HIPAA).
• Accurately verify patient information, including demographic details, medical history, and insurance coverage.
• Perform other related duties as assigned, which includes, but is not limited to the following:
• Complete insurance registration, insurance verification, and guarantor assignment in MiChart.
• Submit and obtain prior authorizations for office visit services and neuropsychological testing.
• Respond to patient inquiries related to special requirements of insurance plans and directing patients to insurance carrier as needed to address coverage and benefit questions.
• Assist patients with reviewing patient responsibility balances and answering payment questions on the phone.
• Oversee assigned MiChart in-basket and work queues.
• High-functioning back-office clinic staff member who can make complex decisions and coordinate across departments.
• Advanced MiChart (Epic) responsibilities.
• Provide customer service to patients by facilitating business processes including appointment scheduling, check-in and check-out, pre-arrival and telephone triage.
• Serve as the point of contact between patients, healthcare providers, and administrative staff.
• Communicate appointment changes, test results, or instructions to patients clearly and promptly.
• Assist healthcare providers with administrative tasks such as preparing patient files, documents, and arranging follow-up services.
• May collect cash and credit card payments from patients, determine patient pay portion and provide receipt of payment.
• Work closely with other healthcare professionals to ensure seamless patient flow and high-quality care.

Required Qualifications:

• Graduation from high school or an equivalent combination of education and experience.
• Minimum 3 years of experience.

Desired Qualifications:

• 3 or more years of customer service experience within a medical environment.
• Enthusiastic, reliable, hard-working, flexible, detail-oriented, and positive minded individual with demonstrated skills in interpersonal and customer service skills.
• Ability to take direction from a multiple number of clinicians and supervisor and work efficiently in a busy environment.
• Excellent time management and organizational skills, consistently uses available time effectively.
• Competency in computer programs, telephone etiquette, and other office procedures.
• Ability to communicate effectively orally and in writing.
• Ability to work well within a team setting.
• Must have excellent attendance and punctuality.
• Proficiency with Microsoft Outlook, Teams, and other Microsoft 365 programs.
• Knowledge of Michigan Medicine Policies, Procedures, and Guidelines.

PHYSICAL REQUIREMENTS
This position requires infrequent standing/walking.

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.

Internal Number: 275392