How to Apply

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.

Job Summary

The Pediatric Neurology Clinic of the University of Michigan Health System brings together the expertise and specialized skills of a multidisciplinary staff devoted to promoting optimal care for infants, children, and adolescents with neurological problems. The primary mission of the clinic is to partner with our doctors, nurses, and other providers to deliver excellent care and customer service. We are seeking a compassionate, enthusiastic, and self-driven Patient Services Intermediate. This individual will share our priorities which include: high quality medical care, excellent customer service, safety of staff and patients, efficiency, employee satisfaction, stewardship of resources and the ideal experience for our patients, families and employees.

The Patient Services Intermediate in the CW Mott Pediatric EEG division provides care navigation/coordination for patients with complex illnesses.

Mission Statement

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.

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

Responsibilities*

Provide operational support to the Pediatric Neurology and Epilepsy Programs; coordinate and facilitate communication between physicians, inpatient nurses, and patients regarding issues relevant to their medical care. Assist in identifying and resolving operational problems and maintain an excellent rapport in person or via the telephone with patients, faculty, and staff, within a team setting. Participate fully in the Lean in Daily Work (LIDW) model of continuous quality improvement.

As a care navigator:

Guide patients through referral intake process and scheduling of various pediatric inpatient and outpatient EEG studies
Manage LTM, STM, and ACR scheduling and billing process via MiChart and our Tableau database
Obtain insurance authorization for scheduled studies and communicate with inpatient billing team on LTM approvals and coordination of peer-to-peer reviews
Communicate with hospital teams (admitting, EEG techs, Epilepsy service and Pediatric Neurology providers) regarding admissions and changes in schedule
Act as primary resource and point of contact for patients with complex scheduling questions or concerns regarding admissions and coordination of care
Respond to and evaluate patient inquiries, resolve disputes including clinic procedures policies and billing issues
Navigate and respond to inbasket messages to ensure excellent patient care and optimal clinic flow
Manage incoming patient calls and cover phone line for routine EEG studies as needed
Communication/Telephone Skills:
Adheres to established telephone management principles
Demonstrates good customer service telephone skills
Provide cross-coverage for routine EEG services
Other duties as assigned

Required Qualifications*

High School Diploma or GED
3-4 Years of experience
Knowledge of basic medical terminology
Prior experience performing complex scheduling
Exceptional interpersonal skills and ability to work well within a team setting
Communicates effectively
Demonstrates active listening, written, verbal and information technology skills
Ability to multi-task in a fast paced, multi-disciplinary clinical setting.
Demonstrated excellent attendance
Extensive knowledge of Microsoft Outlook
Expected to be proficient in identifying problems, seeking and implementing solutions

Desired Qualifications*

Prior authorization experience for healthcare patients
Experience working within a large complex healthcare setting
Experience with pediatric population.
Previous experience with MiChart Cadence/Epic system
Familiarity with obtaining medical records and professional medical billing
Knowledge of UMHS policies and procedures
Seeks constructive approach to resolving workplace issues
Responds positively to change, showing willingness to learn new ways to accomplish work.
Adheres to high standards of teamwork by demonstrating adaptability, flexibility, and consistently sharing information and resources with others.
Knowledge of University policies and procedures.

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.

Union Affiliation

This position is included in the bargaining unit represented by the Service Employees International Union - Healthcare Michigan (SEIU), which represents bargaining unit members in all matters with respect to wages, benefits, hours, and other terms and conditions of employment.

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.