Interview patients to obtain/verify correct mailing address, phone numbers, other demographic and personal information, emergency contacts, primary-care physician, the person who is financially responsible for their outstanding balances (guarantor), and insurance information. Enter all information into the Michigan Medicine electronic health record called MiChart. Contact insurance companies via online resources or by phone to ensure health insurance coverage is active, and that our information is correct. Work collaboratively with patients and insurance companies when a potential billing issue exists. Provide assistance to callers pertaining to the MyUofMHealth patient portal. Consistently demonstrate effective high level customer service.
Responsibilities:
- Interview patients, parents, and guardians over the phone via incoming and outgoing phone calls to collect and verify demographic, physician, guarantor, and insurance information.
- Adhere to patient interview script to ensure the collection of registration data elements.
- Identify and resolve patient’s insurance issues that could result in claim rejections or over-payments. Verify insurance eligibility using on-line systems and manual processes to ensure coverage is in effect and patient is listed on the policy. Communicate with insurance companies and other Michigan Medicine departments on behalf of the patient in an effort to resolve issues. When necessary, involve and guide the patient through the steps needed to achieve successful issue resolution.
- Provide assistance by phone pertaining to MyUofMHealth patient portal enrollment, activation, and account recovery requests. Also provide navigational and basic portal technical support to callers. Escalate more complex trouble-shooting calls when needed following established procedures.
- Recognize process and system problems and take the appropriate steps to investigate and resolve them. Escalate issues to the appropriate person when necessary. Utilize Lean principles to add value to processes and reduce waste. Attend and participate in operational huddles, meetings, and one-on-one discussions. Represent department with other departments, clinic partners and insurance companies on an 'as needed' basis.
- Meet all Michigan Medicine annual competencies and maintain the highest level of customer service, confidentiality, data integrity, and compliance.
Minimum Requirements:
- High school diploma or G.E.D.
- Customer-focused interpersonal and communication skills.
- Computer literacy.
- Ability to enter a substantial amount of data while maintaining a high level of accuracy.
- Technology skills mentioned above.
Preferred Qualifications:
- Work experience in a health care setting.
- Registration and billing experience.
- Knowledge of group health plans, government health plans, automobile and workers’ compensation plans.
- Knowledge of Michigan Medicine policies, procedures, regulatory requirements and information systems.
- Two years of work experience in an office or customer service setting with an outstanding record of attendance and punctuality.
- Ability to work collaboratively in a team-focused environment.
- Associate's or Bachelor's degree or equivalent experience and education.
Hours: 3 weekdays 9:30a-7:00p, 1 weekday 10:30a-7:00p, Saturday 8a-1p.
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.
The University of Michigan is an equal opportunity/affirmative action employer.
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