Customer Service Representative Intermediate w/associate underfill
University of Michigan - Ann Arbor
Location: Ann Arbor, Michigan
Internal Number: 226763
A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
This position is responsible for providing exemplary customer service to internal and external customers for routine and non-routine business. Possesses and applies a broad knowledge of principles, practices, and procedures particular to House Calls, Patient Remote Monitoring and Hospital Care at Home. Responsibilities include, but not limited to process and evaluate referrals for accuracy and completeness; schedule field staff assignments for a designated patient population; perform visit confirmation in the computer; and coordinate other activities for the team members as needed. Other duties include verifying insurance authorization for clinical service, informing the supervisor of authorization issues, problems, and trends. Monitor and track all staff compliance requirements regarding completion post visit documentation and applicable charges. Resolves most questions and problems and refers only the most complex issues to higher levels.
Provides administrative and clerical office support to House Calls Program and cross coverage for Patient Monitoring at Home Program as needed for and Hospital Care at Home.
Works collaboratively with the team to facilitate patient scheduling, new patient visits and follow-up visits.
Creates and distributes the Interdisciplinary team (IDT) agenda for the week including routine and extra team discussions as indicated by the team.
Provides reports and summaries as needed for the House Calls program and completes or delegates appropriate follow-ups, labs etc. as needed.
Tracks House Calls patients admitted to outside facilities (SNF, etc.).
Manages patient lists for the House Calls programs.
Maintain patient database that includes clinical processes, outcomes, and dashboard data
Actively patriciates in daily Huddle, identifies scheduling needs/challenges to level workload and meet customer needs.
Edit MiChart Schedule Template to show availability, and schedule provider visits (video, phone, in home) in MiChart.
Mange order request for DME, Home Care Orders, Hospice, lab draws, testing and medication refill requests.
Coordinate with Hospital Liaison, MVN, Medical Director, PCP to ensure timely care.
Complete chart audits of Provider encounters for check-in and check-out. Follow up with providers outstanding non-closed encounters to ensure timely billing for visits.
Complete HRS chart audit and apply remote monitoring charges as appropriate and allowable for Nursing visits.
Monitors and manages the Patient Monitoring at Homework queue, consulting with team members to process patient referrals within designated timeframe.
Review new referrals for House Calls and Patient Monitoring at Home, support coordination for Remote Monitoring Equipment Kit requests as needed.
Manage UPS tracking and Metro coordination for kit return and delivery as need.
Responds to phone calls by triaging patient issues, transferring calls, and communicating information to appropriate team member(s). When required, documentation in patient chart will be completed.
Communicates regularly and timely with patients and staff regarding schedules, issues and/or concerns.
Manages patient lists for the Patient Monitoring at Home program and Hospital Care as Home.
Travels between Post-Acute Care Services (PACS) office and other work sites as assigned.
With minimal supervision, manages tasks with competing priorities and deadlines.
Provides timely and effective communication with patients and staff regarding scheduling issues or concerns.
Works closely with all departments and programs within the organization to support operations
Complies with all University of Michigan and departmental standards and expectations.
Supports the department’s commitment to continuous improvement activities and principles through positive and respectful contribution in all problem-solving and change processes at Home Care Services.
Handles special assignments and provides a variety of clinical/clerical support activities, and performs other duties as assigned by the supervisor.
High School Diploma
Intermediate: Two (2) or more years of relevant office/customer service experience
Associate: Zero (0) to two (2) years of relevant office/customer service experience
Experience with Ability to work accurately and efficiently in a professional manner
Ability to answer multi-line telephone system and excellent customer service skills
Ability to communicate with patients and families in a professional manner
Excellent organizational skills and ability to focus on details
Ability to work independently and efficiently
Ability to travel from point A to point B throughout the workday as assigned
Ability to work in a sedentary position for long periods of time
Ability to communicate/ exchange information, fine motor coordination/dexterity necessary for keyboarding or typing, and may require reaching, bending, twisting, stooping, moving about, lifting of up to 40 pounds, etc., with or without the use of assistive/adaptive devices.
Previous experience in home health setting
Knowledge of medical terminology.
MiChart template editing experience
Experience with MiChart charge reconciliation
Experience with MiChart Ambulatory Care Platform
Experience with MiChart In-Patient platform
The employee will be able to perform the assigned duties and responsibilities with or without reasonable accommodations:
Work On Site, Monday- Friday 8-5pm, On-Call Rotation may be needed on Weekends and or Holidays.
This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.
Must comply with all Michigan Medicine Occupational Health requirements including annual influenza vaccination program.
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.
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.
U-M COVID-19 Vaccination Policy
COVID-19 vaccinations, including one booster when eligible, are required for all University of Michigan students, faculty and staff across all campuses, including Michigan Medicine. This includes those working remotely and temporary workers. More information on this new policy is available on the U-M Health Response website or the UM-Dearborn and UM-Flint websites.
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.