Customer Help Desk Tech Inter Full Time

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 Summary

Facilitates registration-related support to internal Michigan Medicine customers from a variety of operational units. Provides at-the-elbow education, coaching, training, and ongoing support and feedback to staff who perform revenue cycle functions in standard business processes including registration, insurance eligibility and benefit verification, and front-end billing procedures. Assists with planning and implementation of new and enhanced technologies and business processes. Performs registration functions that include obtaining/verifying 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. Enters all information into MiChart. Contacts insurance companies via online resources or by phone to ensure health insurance coverage is active, and that our information is correct. Works collaboratively to resolve registration and billing issues. Follows-up with external agencies to ensure registration and billing information is accurate prior to claims being released.

Responsibilities*

• Represents Michigan Medicine positively.
• Demonstrates professionalism, respect, and courtesy in all interactions.
• Provides support and education to internal customers from areas such as Revenue Cycle Pre-Service, Mid-Service, and Post-Service; outpatient clinics; MLabs; Joint Ventures; Regional Alliance for Healthy Schools; and others who perform revenue cycle operations and standard business processes.
• Responds to inquiries received via phone, email, patient portal, and fax accurately, timely, with compassion, sincerity, warmth, caring, and professional language.
• Builds rapport and works collaboratively with customers.
• Demonstrates active listening, checks for understanding, and asks clarifying questions when needed.
• Handles difficult conversations, both verbally and written, with empathy, concern, and reassurance.
• Assists in the development and maintenance of procedural documentation for Registration and the community of MiChart Prelude users.
• Performs special handling procedures that fall outside normal business operations.
• Assists with documenting and maintaining special handling unit materials.
• Assists in the development, testing, and documentation of new and existing technologies.
• Completes MiChart work queues that identify user, process, and system errors. When applicable, provides feedback to end users, Pre-Service management, Business Analysts and HITS. Coordinates efforts with billing departments to resolve work queue items that have both a registration and billing component.
• Obtains discharge dates from Skilled Nursing Facilities to ensure proper billing as outlined by CMS.
• Recognizes process and systems problems and takes the appropriate steps to investigate and resolve them.
• Utilizes Lean principles to add value to processes and reduce waste. Escalates issues to the appropriate person when necessary. Represents Registration department with other Revenue Cycle departments, clinic partners, and insurance companies on an ‘as needed’ basis.
• Participates in project and committee work under minimal supervision.
• Represents PBS Help Desk at meetings, shares information learned at meetings with team members and management, and completes any tasks that are assigned during the meetings timely.
• Takes the appropriate steps to investigate, report and resolve process gaps, IT issues, and user errors.
• Recommends continuing education, process improvements, and IT enhancements.
• Reports PBS Help Desk usage trends to Registration management.
• Receives and investigates end-user reports of systems and process issues.
• Submits service tickets to HITS and informs business owners as appropriate.
• Reviews, investigates, and resolves HITS service tickets involving registration-related operations and technology in a timely manner.
• Takes ownership of issues until resolution is reached or appropriate escalation has occurred.
• Works closely with Health Information Management and other business units to correct and maintain accuracy of patient identity in MiChart.
• Interviews patients, parents, and guardians over the phone via incoming and outgoing phone calls to collect and verify demographic, physician, guarantor, and insurance information.
• Adheres to patient interview script to ensure the collection of registration data elements.
• Identifies and resolves patient insurance issues that could result in claim rejections or over-payments.
• Verifies insurance eligibility using on-line systems and manual processes to ensure coverage is in effect and patient is listed on the policy.
• Communicates with insurance companies and other Michigan Medicine departments on behalf of the patient in an effort to resolve issues.
• When necessary, involves and guides patients through the steps needed to achieve successful issue resolution.
• Meets all Michigan Medicine annual competencies and maintains the highest level of customer service, confidentiality, data integrity, and compliance.

Required Qualifications*

• High school diploma or G.E.D; minimum of two (2) years’ experience with patient registration in a health care setting with an outstanding record of attendance and punctuality
• Knowledge of group health plans, government health plans, automobile and workers’ compensation plans
• Demonstrated ability to establish and maintain effective relationships with internal and external customers in a manner that consistently meets the organization’s expectations for exemplary customer service
• Strong communication and interpersonal skills
• Computer literacy
• Ability to enter a substantial amount of data while maintaining a high level of accuracy
• Technology skills mentioned above as remote job requirements.

Desired Qualifications*

• Excellent organizational, analytical, and independent problem-solving skills
• Ability to resolve issues while maintaining flexibility
• Billing experience in a health care setting
• Ability to work collaboratively in a team-focused environment
• Knowledge of Michigan Medicine policies, procedures, regulatory requirements and information systems
• Associates or Bachelors degree or equivalent experience and education.

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

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.

Work Schedule

Hours: Monday – Friday 8:00 AM – 4:30 PM

Work Locations

• This is a remote position where the staff member will work from home. In-home high speed internet is a requirement for this position and its cost is the responsibility of the staff member. Your internet plan should run at 15 mbps download and 5 mbps upload to prevent common connectivity-related issues. There may be occasions where the staff member may need to report to the business office location, KMS Building in Ann Arbor, including meetings, training, computer or technology requirements, or to complete work that is not possible to handle remotely. The business location will have space available to reserve onsite work when required or necessary. Computing resources including required software applications, VPN, desktop computer, monitor, keyboard, mouse, and headset will be provided by the employer. Remote staff are not provided with a mobile phone but are provided with computer telephone and fax technology. Office equipment such as desk, chair, and printer are not provided for remote work. Basic supplies such as paper and pens, are stocked at the business location and are available to remote staff for pick-up should they choose. Unless otherwise agreed upon in advance with the supervisor/manager, additional hardware, software, printing, and cost of office supplies preferred by the staff member, are the responsibility of the employee.
• Technology Skills required include the ability to set-up computer and monitors and connect accessory items such as keyboard, mouse, and headset. Remote computing support is available 24/7 via phone, chat, or ticketing system to all staff members. Staff will be expected to effectively communicate and resolve most computing issues directly with computing support resources and keep their supervisor informed of the progress.

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 Statement

The University of Michigan is an equal employment opportunity employer.