The Pediatric Neurology Clinic 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 Intermediate. 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.

The Patient Services Intermediate in the CW Mott Pediatric EEG division provides care navigation/coordination for patients with complex illnesses.

Provide operational support to the Pediatric Neurology and Epilepsy Programs; coordinate and facilitate communication between physicians, inpatient nurses, and patients regarding issues relevant to their medical care. Assist in identifying and resolving operational problems and 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.

As a care navigator:

• Guide patients through referral intake process and scheduling of various pediatric inpatient and outpatient EEG studies
• Manage LTM, STM, and ACR scheduling and billing process via MiChart and our Tableau database
• Obtain insurance authorization for scheduled studies and communicate with inpatient billing team on LTM approvals and coordination of peer-to-peer reviews
• Communicate with hospital teams (admitting, EEG techs, Epilepsy service and Pediatric Neurology providers) regarding admissions and changes in schedule
• Act as primary resource and point of contact for patients with complex scheduling questions or concerns regarding admissions and coordination of care
• Respond to and evaluate patient inquiries, resolve disputes including clinic procedures policies and billing issues
• Navigate and respond to inbasket messages to ensure excellent patient care and optimal clinic flow
• Manage incoming patient calls and cover phone line for routine EEG studies as needed
• Communication/Telephone Skills: Adheres to established telephone management principles; Demonstrates good customer service telephone skills
• Provide cross-coverage for routine EEG services
• Other duties as assigned

High School Diploma or GED

3-4 Years of relevant experience

Knowledge of basic medical terminology

Prior experience performing complex scheduling

Exceptional interpersonal skills and ability to work well within a team setting

Communicates effectively

Demonstrates active listening, written, verbal and information technology skills

Ability to multi-task in a fast paced, multi-disciplinary clinical setting.

Demonstrated excellent attendance

Extensive knowledge of Microsoft Outlook

Expected to be proficient in identifying problems, seeking and implementing solutions

Responds positively to change, showing willingness to learn new ways to accomplish work.

Adheres to high standards of teamwork by demonstrating adaptability, flexibility, and consistently sharing information and resources with others.

Prior authorization experience for healthcare patients

Experience working within a large complex healthcare setting

Experience with pediatric population.

Previous experience with MiChart Cadence/Epic system

Familiarity with obtaining medical records and professional medical billing

Knowledge of UMHS policies and procedures

The Pediatric Neurology Clinic 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 Intermediate. 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.

The Patient Services Intermediate in the CW Mott Pediatric EEG division provides care navigation/coordination for patients with complex illnesses.

Provide operational support to the Pediatric Neurology and Epilepsy Programs; coordinate and facilitate communication between physicians, inpatient nurses, and patients regarding issues relevant to their medical care. Assist in identifying and resolving operational problems and 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.

As a care navigator:

• Guide patients through referral intake process and scheduling of various pediatric inpatient and outpatient EEG studies
• Manage LTM, STM, and ACR scheduling and billing process via MiChart and our Tableau database
• Obtain insurance authorization for scheduled studies and communicate with inpatient billing team on LTM approvals and coordination of peer-to-peer reviews
• Communicate with hospital teams (admitting, EEG techs, Epilepsy service and Pediatric Neurology providers) regarding admissions and changes in schedule
• Act as primary resource and point of contact for patients with complex scheduling questions or concerns regarding admissions and coordination of care
• Respond to and evaluate patient inquiries, resolve disputes including clinic procedures policies and billing issues
• Navigate and respond to inbasket messages to ensure excellent patient care and optimal clinic flow
• Manage incoming patient calls and cover phone line for routine EEG studies as needed
• Communication/Telephone Skills: Adheres to established telephone management principles; Demonstrates good customer service telephone skills
• Provide cross-coverage for routine EEG services
• Other duties as assigned

High School Diploma or GED

3-4 Years of relevant experience

Knowledge of basic medical terminology

Prior experience performing complex scheduling

Exceptional interpersonal skills and ability to work well within a team setting

Communicates effectively

Demonstrates active listening, written, verbal and information technology skills

Ability to multi-task in a fast paced, multi-disciplinary clinical setting.

Demonstrated excellent attendance

Extensive knowledge of Microsoft Outlook

Expected to be proficient in identifying problems, seeking and implementing solutions

Responds positively to change, showing willingness to learn new ways to accomplish work.

Adheres to high standards of teamwork by demonstrating adaptability, flexibility, and consistently sharing information and resources with others.

Prior authorization experience for healthcare patients

Experience working within a large complex healthcare setting

Experience with pediatric population.

Previous experience with MiChart Cadence/Epic system

Familiarity with obtaining medical records and professional medical billing

Knowledge of UMHS policies and procedures