Customer Service Rep Intermediate - Intake

Job Summary

This position is responsible for scheduling and arriving appointments through Epic/Michart for Wheelchair Seating Service (WSS), rooming patients, providing notification to providers, mail distribution, and the creation of electronic files and performing insurance verifications. As well providing coverage for other Patient Experience positions.

Responsibilities*

• Verify insurance coverage, eligibility and benefit information. Explain coverage and co-pays to the patient or referral sources as appropriate.
• Pre-qualify the patient for their equipment based on patients' insurance guidelines.
• Complete patient demographics and labor tracker.
• Answer Cisco Finesse telephone system and triage calls per departmental guidelines.
• Greet and check-in patients in Epic/MiChart system. Notify RTS/BMET/PT when they arrive.
• Assist patients, visitors, and vendors.
• Schedule patient appointments in Epic/MiChart system within Quality Improvement timelines. Schedule blocks in Epic/MiChart schedule as needed.
• Work Quality Improvement reports.
• Process files for Iron Mountain storage.
• Sort and distribute incoming and outgoing mail.
• Escort patients to exam rooms and ensure that they have call buttons and other various needs (coffee, water, tea, television)
• Maintain infection control protocols in exam rooms.
• Ensure exam rooms are stocked with appropriate items.
• Manage WSS laundry service.

OTHER RELATED DUTIES:

• Maintain electronic records per department guidelines.
• Follow department guidelines for phone calls, fax and emails and communication.
• Comply 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.
• Performs other duties as assigned.

Required Qualifications*

• 2-5 years of customer service experience
• Ability to manage multiple functions simultaneously
• Excellent interpersonal skills
• Demonstrated proficiency with computer skills including keyboarding and Microsoft programs
• Ability to read, write, speak and comprehend English.
• Manual dexterity to perform required activity proficiently and safely
• Ability to sit for an extended period of time; greater than four hours

Desired Qualifications*

• Knowledge of medical terminology.
• Experience working with health care professionals
• Previous experience in Complex Rehabilitation Technology

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.

Job Detail

Job Opening ID

251058

Working Title

Customer Service Rep Intermediate - Intake

Job Title

Customer Service Rep Inter

Work Location

Michigan Medicine - Ann Arbor

Ann Arbor, MI

Modes of Work

Onsite

Full/Part Time

Full-Time

Regular/Temporary

Regular

FLSA Status

Nonexempt

Organizational Group

Um Hospital

Department

MM Wheelchair Seating Service

Posting Begin/End Date

8/30/2024 - 9/06/2024

Career Interest

Administration