Interview patients in order to obtain demographic, contact, guarantor and insurance information. Input all information into the Michigan Medicine electronic health record (MiChart). Utilize filing order rules, payer web sites, real-time eligibility and patients to ensure health insurance coverage(s) is in the correct filing order. Work collaboratively with patients and payers when a coordination of benefit issue exists.
Interview patients, parents and guardians over the phone via incoming and outgoing phone calls, or in person. Enter patient demographic, guarantor, physician, emergency contact and payer information into the MiChart health information system. Follow call scripting to ensure the collection of all essential registration data elements.
Identify and resolve coordination of benefit issues that could result in claim rejections, or over payments. Verify payer eligibility using on-line systems and manual processes to ensure coverage is in effect and patient is listed on the policy. Communicate effectively with payers, clinics and other internal 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 (e.g. 3-way conference calls with payer & patient). When coordination of benefit issues cannot be resolved with one touch, provide the patient with clear and detailed instructions on how to resolve the issue.
Recognize process and system problems and take the appropriate steps to investigate and resolve them. Utilize Lean in Daily work principles in everyday work (Value Metrics, Huddles, ELI's). Escalate issues to the appropriate person when necessary. Attend meetings on time and participate in meetings. Represent department with outside departments, clinic partners, and payers on an 'as needed' basis.
Relieve patient anxiety by anticipating their needs and concerns and doing all that's possible to set their minds at ease. Provide way finding and directions to patients and families as needed.
Meet all annual competencies and maintain the highest level of customer service, confidentiality and data integrity.
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; ability to work collaboratively in a team-focused, Lean in Daily Work environment
Associate's or Bachelor's degree; two years of work experience in an office or customer service setting with an outstanding record of attendance and punctuality; work experience in a health care setting; knowledge of group health plans, government health plans, automobile and workers compensation plans; knowledge of Lean in Daily Work principles
The hours are 9:30am to 7:00pm and Saturdays 8:00am to 1:00pm with a day off during the week.
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.
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.
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.
The University of Michigan is an equal opportunity/affirmative action employer.
Internal Number: 156168
About University of Michigan - Ann Arbor
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.