Patient Services Intermediate - Temp

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.

The Infusion Access Center is a Michigan Medicine Ambulatory Care Team dedicated to providing high quality care for centralized scheduling of infusion services and pre-authorization reviews that include Adult & Peds Non-Cancer Infusions, Adult & Peds Cancer & transfusions. We are actively seeking a compassionate, enthusiastic, and patient-focused individual who will share in our goal of crafting the ideal experience for our patients, families, and employees.

As a Patient Services Intermediate at Michigan Medicine, you will provide a high level of customer service and clerical support to patients in our outpatient settings while supporting front desk operations within the Taubman Infusion Unit. This role may also provide support to adjacent work units as needed.

This is a full-time, 40-hour/week position, Monday-Friday, weekends possible.

• Maintain accurate patient records and documentation, ensuring compliance with confidentiality and privacy regulations (HIPAA).
• Accurately verify patient information, including demographic details, medical history, and insurance coverage.
• Provide customer service to patients by facilitating business processes including appointment scheduling, check-in and check-out, pre-arrival and telephone triage.
• Serve as the point of contact between patients, healthcare providers, and administrative staff.
• Communicate appointment changes, test results, or instructions to patients clearly and promptly.
• Assist healthcare providers with administrative tasks such as preparing patient files, documents, and arranging follow-up services.
• May collect cash and credit card payments from patients, determine patient pay portion and provide receipt of payment.
• Work closely with other healthcare professionals to ensure seamless patient flow and high-quality care
• Schedule new and return Peds and Adult Infusion appointments (ONC and NON ONC), determining appropriate clinic and utilizing scheduling guidelines and informational tools
• Answer high volume phone line
• Trouble shoot and resolve scheduling issues
• Incorporate and practice Lean principles into daily work
• Function as a collaborative and contributing team member
• Obtain insurance approvals for Adult & Pediatric Cancer & Non-Cancer Infusion Services.
• Review patient benefit level to determine cost share out of pocket expense for upcoming procedure and infusions services.
• Provide Insurance Verification for coverage changes.
• Contact appropriate third-party representatives for information and assistance with determining benefit level when online resources are not available
• Resolve problems with payers prior to service
• Manage daily work queues/inbaskets
• Diagnosis review (ICD-10) for all infusions, including Local Coverage Determination, National Comprehensive Cancer Network Compendium, contact providers for non
  -covered diagnosis and discuss options, including contacting payer for Medical Director review
• Work closely with Clinical Teams to provide an ideal patient experience
• Initiate telephone triage in basket notes; document according to specified clinic standards.
• Complete routine referrals
• May collect cash and credit card payments from patients, determine patient pay portion and provide receipt of payment
• Other clerical duties as assigned.

• Graduation from high school or an…