Patient Services Associate

Pediatric Neurology Division Patient Services AssociateThe Pediatric Neurology Division 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 Associate. 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.Provide operational support to the Pediatric EEG Lab. Coordinate and facilitate communication between physicians, nurse providers, and patients regarding issues relevant to the medical care. Assist in identifying and resolving operational problems. Individual must 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.The role includes:Answering incoming phone calls and responding to patient inquiries in the pediatric EEG lab.Managing and prioritizing orders in the EEG work queue; scheduling routine outpatient and ambulatory EEG studies.Coordinating ambulatory EEG studies in partnership with STRATUS.Collaborating with EEG technologists to prepare patients and families for EEG procedures and provide information on what to expectCommunicating with the call center, clinic, and clinical care teams via MiChart in-basket and email.Processing outpatient billing and reconciliation.Performing insurance verification and coordinating insurance appeals.Managing EEG office mail, including mailing patient documents.Providing back-up coverage for various scheduling and administrative tasks within the EEG and Epilepsy divisions.Performing other related duties as assigned.High School diploma or an equivalent combination of education and experience is necessary. Demonstrated experience and competence in using computers, including standard business software and electronic medical record (EMR) systems. Working knowledge of general office procedures and the ability to comprehend medical documentation. Strong interpersonal and verbal/written communication skills. Demonstrated active listening, written, verbal and information technology skills. Ability to work collaboratively and seamlessly as an integral member of the team. Proven ability to maintain and uphold patient confidentiality protocols. Responds positively to change and displays a willingness to learn new methods of accomplishing work. Adheres to high standards of teamwork by showing adaptability, flexibility, and consistently sharing information and resources with colleagues.2-3 years of experience within a large, complex healthcare system. Experience working with pediatric populations. Proficiency in medical terminology. Previous experience with the MiChart Cadence/Epic system. Ability to take initiatives and exercise critical thinking skills to effectively solve problems and improve quality with the framework of patient care support protocols. Knowledge of University policies and procedures.This is a full-time Monday-Friday hybrid position, with 2 days per week remote. The first several weeks of training will be onsite and our remote work schedule remains dependent on in-office needs. Work Location: C.S. Mott Children's Hospital.This position is covered under the collective bargaining agreement between the U-M and the Service Employees International Union (SEIU), which contains and settles all matters with respect to wages, benefits, hours, and other terms and conditions of employment.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.The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.