This position is in a call center so all customer interactions occur over the phone. Interview patients to obtain/verify 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. Enter 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.
Hours: 40 hour position, 9:30 am to 7:00 pm on weekdays and 8:00 am to 1:00 pm on Saturdays, with a specified day off during the week.
- Interview patients, parents, and guardians over the phone via incoming and outgoing phone calls to collect and verify demographic, physician, guarantor, and insurance information.
- Adhere to patient interview script to ensure the collection of 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.
- Recognize process and systems 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, data integrity, and compliance.
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.
Work experience in a health care setting; registration and billing experience; knowledge of group health plans, government health plans, automobile and workers’ compensation plans; knowledge of Michigan Medicine policies, procedures, regulatory requirements and information systems; two years of work experience in an office or customer service setting with an outstanding record of attendance and punctuality; ability to work collaboratively in a team-focused environment; Associate's or Bachelor's degree or equivalent experience and education.
The University of Michigan Health System 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 Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.
Although the Posting End Date may indicate otherwise, this job opening may be filled and closed any time after a posting duration of seven calendar days.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.
#1 Hospital in Michigan (U.S. News Honor Roll 2017-18)
#6 Hospital in the Nation (U.S. News Honor Roll 2017-18)
#6 Best Hospital to Work For (Indeed)
Role: Patient Registration Specialist
Location: Ann Arbor,
Apply for this job now.