Job Summary

Interview patients to obtain/verify correct mailing address, phone numbers, other personal/demographic information, emergency contacts, primary-care physician, insurance information and the person who is financially responsible for treatment. Input 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. Facilitate lines of communication between admitting staff, Emergency Department staff and Social Work to ensure seamless registration and admission process. Obtain signatures on consent-to-treat and Medicare admission forms. Collect copays for both Adult Emergency Department and Children's Emergency Department. Provide assistance to callers pertaining to the MyUofMHealth patient portal. Consistently demonstrate effective high level customer service.

Mission Statement

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Why Join Michigan Medicine?

Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world's most distinguished academic health systems. In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.

What Benefits can you Look Forward to?

Excellent medical, dental and vision coverage effective on your very first day
2:1 Match on retirement savings

Responsibilities*

Interview patients, parents, and guardians at bedside and by phone to collect and verify demographic, physician and insurance information. Follow interview script to ensure the collection of all essential 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.
Identify financially at-risk patients and families. Complete basic eligibility screening for Medicaid, Michigan Health Insurance Marketplace plans and/or M-Support financial assistance program. Connect patients and families to appropriate department for completion of their financial counseling, application and enrollment into appropriate insurance or assistance plan.
Identify patient balances and provide basic-level explanation on source of the balance such as date of service, charges, insurance payments/adjustments/denials and patient responsibility. Print itemized statements. Collect and post payments.
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. Utilize Lean principles to add value to processes and reduce waste. Escalate issues to the appropriate person when necessary. 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 and data integrity.

Required Qualifications*

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.

Desired Qualifications*

Healthcare registration and billing experience
Two years of work experience in an office or customer service setting with an outstanding record of attendance and punctuality
Knowledge of group health plans, government health plans, automobile and workers compensation plans
Knowledge of Michigan Medicine policies, procedures, regulatory requirements and information systems
Work experience in a health care setting
Associate's or Bachelor's degree or equivalent experience and education.

Work Schedule

Hours: Mon 7p-7:30a, Tue 11p-7:30a, Wed 11p-7:30a, Sat 7p-7:30a

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Background Screening

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.

Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.