Patient Services Intermediate, Referral Coordinator for Cardiac Rehabilitation

University Of Michigan • Ann Arbor, MI, United States • $200k - $250k / year • 2d ago

Patient Services Intermediate, Referral Coordinator for Cardiac Rehabilitation

Excellent service is expected and is an internal part of the CVM at Domino's Farms culture. To be considered for this position, a cover letter is required and should be attached as the first page with your resume. The cover letter should address each of the following points in about 50 words or less:

Describe your background and qualifications and why you believe you would be a good fit for this position at Domino's Farms.
Outline your service excellence skills and experiences which would be applicable to this position.
In your most recent position, how was service excellence emphasized?
Describe a situation in which a customer or colleague was upset and the steps you took to resolve the issue to a reasonable conclusion.

Job Summary

The Cardiovascular Medicine Clinic at Domino's Farms is seeking a Referral Coordinator to coordinate and facilitate communication between referring physicians, managed care plans, clinic personnel, distance referral locations, and patients regarding authorization for service to attend the Cardiac Rehab Program at Domino's Farms and BCSC.

The Referral Coordinator will provide prompt, courteous customer service to patients and referring providers. They will provide expertise in the scheduling of patient appointments, including detailed scheduling associated with new patients and/or a variety of diagnostic visits. The role includes providing in-service training to other referral coordinators and assisting in work coordination with checking in and out patients within the clinic. Flexibility in all aspects of work assignments is required.

Responsibilities*

Serve as liaison between physicians, insurance companies, program staff, and patients in the referral approval process.
Display excellent customer service skills with all communication, especially related to patients, physicians, and staff.
Obtain authorization, precertifications, and benefits level verification from third parties for participation in the programs.
Evaluate and process authorization requests, including communicating with patients and plans.
Responsible for providing complex scheduling and care coordination services for the department clinical staff, including requesting medical records from multiple healthcare centers, coordinating with multiple medical teams, and triaging appointment requests to appropriate departments.
Coordinate with other department schedulers to optimize use of service block time at other units across Michigan Medicine.
Utilize different databases, registries, and flow sheets for the different programs and maintain MiChart grids.
Manage daily work queues and, along with supervisor, set work standards.
Ensure accurate data entry and appropriate distribution of patient results.
May also be required to provide coverage for other areas within the clinic while they are on vacation.
Assist with patient education related to the special requirements of Managed Care Plans.
Respond to patient phone calls related to authorization concerns (i.e., patient receives a bill, authorizations, etc.).
Submit written appeals to insurance companies for rejection of services and/or extension of services.
Personal interaction involves obtaining and providing sensitive and confidential information and evaluating and responding to concerns, questions, and complaints from patients experiencing confusion and stress due to illness.

PHYSICAL REQUIREMENTS

This position requires moderate standing/walking, as well as lifting, positioning, and pushing of office materials.

Required Qualifications*

High School Diploma or GED.
3 - 4 years of experience in customer service industry or relevant patient care work history.
Knowledge of basic medical terminology.
Prior experience performing complex scheduling.
Familiarity with obtaining medical records or professional medical billing.
Financial counseling experience for healthcare patients.
Exceptional interpersonal skills and ability to work well within a team setting.
Demonstrates active listening, written, verbal, and information technology skills.
Proficient with computers and technology.

Desired Qualifications*

Experience working within a large, complex health care setting.
Familiarity with Michigan Medicine electronic medical record systems.
Knowledge of Cardiology procedures.
Ability to multi-task and work in a high-volume area.
Effective verbal and written communication skills.
Comfortable working with computers and general knowledge of office practices.
Knowledge of University policies and procedures.

Work Schedule

This position will be Monday - Friday, 40 hours a week.

Union Affiliation

This position is included in the bargaining unit represented by the Service Employees International Union - Healthcare Michigan (SEIU), which represents bargaining unit members in all matters with respect to wages, benefits, hours, and other terms and conditions of employment.

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.

Application Deadline

Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.