Patient Services Intermediate

Job Summary

We, the staff and faculty of the Rogel Cancer Center team, are committed to advancing medicine and serving humanity through living and teaching our core values of Respect and Compassion;
Collaboration;
Innovation; and Commitment to Excellence.

Each employee is expected to understand and demonstrate that in every interaction we represent our entire organization in the care we provide and in the courtesies, we extend to patients, families, and each respective team member. The Rogel Cancer Center is dedicated to partnering with patients and families to deliver the safest and highest quality of health care. Ensuring a patient and family‑centered experience according to the Health System Service Excellence Goals is a priority to the care of our patients.

The individual chosen will be responsible for meeting the highest standards of customer service including, exhibiting a professional and positive image when interacting with patients, faculty, and staff.

Primary responsibilities:

This position primarily supports Pre‑Transplant with scheduling and supporting Pre‑Transplant RN Coordinators.

Duties include, but is not limited to accurate and efficient scheduling of patients by utilizing MiChart, updating spreadsheets, mailing patient’s itinerary, new patient packets and tissue typing kits, organizing new patient meeting list and NMDP/Be the match correspondence.

When needed the role would also support clinic with check in/out, scheduling of patients and in‑basket support. Take payments for services. Able to request and process all patient payments, both copays and outstanding balances. Accurately reconciles and balances receipts and payments collected. Able to enter valid and complete information into Cadence. Follow protocols for verifying all patient demographics and insurance information.

Other clerical duties as assigned are in‑baskets and reschedules.

Advanced MiChart responsibilities

• Maintain responsibility for MiChart grids as directed
• Manage complex billing and referral work queues
• MiChart Reporting functions; ability to run MiChart reports and analyze as needed
• Oversee assigned MiChart In‑Basket
• Same Day / Next Day Pager
• Help maintain up to date and detailed scheduling requirements for provider templates
• High‑functioning scheduler has the ability to make complex scheduling decisions and coordination across departments
• Serve as lead for entire clinic to provide room allocation for urgent and routine add on clinics

Provide complex clerical support services

• Process Provider time off requests as given
• Obtaining and tracking pre‑appointment records; including but not limited to lab and diagnostic results, appointment clearances, progress notes, etc.
• Manage clinical databases, if applicable
• Responding to concerns, questions, and complaints from patients
• Cross coverage for PS Assistant and Associate roles in all clinics

General Duties/Office Support

• Prepare and distribute patient education materials and other general office functions i.e. Fax server monitoring, copy and image documents etc.
• Other general office functions
• Serve as a mentor for Patient Services Assistants and Associates
• Assist in onboarding new team members, providing resources to facilitate the learning of position.
• Manage, coordinate, and maintain external relationship with Outreach clinics (non‑U‑M clinics), if applicable
• Participate and lead in team/clinical huddles and meetings

• Graduation from high school or an equivalent combination of education and experience.
• Minimum 3 years of experience

• 3 or more years of customer service experience within a medical environment
• A minimum of 3 years of previous work experience working with the public.
• Prior experience performing complex scheduling
• Familiarity with obtaining medical records or professional medical billing
• Demonstrated ability to interact with a diverse population
• Strong organizational and prioritization skills
• Demonstrated record of excellent attendance
• Exhibits a professional and positive image when interacting with patients, faculty, and staff
• Able to handle multiple responsibilities in a fast‑paced environment with accuracy
• Demonstrated…