Patient Services Intermediate-Referral Coordinator

Job Summary

To obtain referrals, authorizations, pre-certifications and benefit level verification from third parties for Michigan Medicine Radiology services. Facilitate communication between referring physicians, external health care providers and patients seeking access to UMHS Radiology services.

SEIU Union

Responsibilities*

• Obtain, process, and track insurance referrals and authorizations for outpatient procedures rendered in the Department of Radiology.
• Provide information, service and support to referring physicians, consumers, UMHS staff and faculty, and other healthcare professionals.
• Utilize superior telephone techniques, customer service etiquette, and customer recovery skills to meet the individual needs of UMHS customers.
• Maintain security of all databases and confidential personnel and patient information.
• Manage daily work queues and MiChart schedules to identify daily services that need approval.
• Responsible for maintaining a large scope of knowledge regarding insurance plans and requirements in an ever-changing environment.
• Ability to be successful prioritizing workload in a high-volume area.
• Ability to respond to patient and customer questions comprehensively and in a timely manner.
• Serve as a resource for staff and physicians and act as a liaison between the physicians, collection specialists, and patients in the referral process. This includes field and respond to patient inquiries regarding their authorization and/or referral.
• Assist with training as needed.

Required Qualifications*

• High School diploma or equivalent.
• 3 years of experience in customer service setting.
• Follow Radiology Gold Standard Customer Service guidelines consistently.
• Adhere to high standards of teamwork by demonstrating adaptability, flexibility, and consistently sharing information and resources with others.
• Ability to work independently in an ever-changing and potentially stressful environment.
• Demonstrate dependability, initiative and ability to accept direction.
• Ability to spell correctly and use proper grammar.
• Strong oral and written communication skills.
• Strong organizational and time management skills.
• Ability to prioritize workload.
• Demonstrate ability to complete multiple tasks independently.
• Ability to manage stress effectively.
• Attention to detail and the ability to prioritize and manage multiple responsibilities in a very busy setting.
• Ability to maintain confidentiality and HIPAA compliance.
• Proven experience multitasking.
• Excellent attendance record.
• Basic computer literacy with typing accuracy and speed.

Desired Qualifications*

• Working knowledge of MiChart.
• Understanding of medical terminology.
• Current knowledge of third-party payer rules and authorization process.
• Associate degree or equivalent work experience.
• Reasonable experience in a hospital business office, private practice, insurance office or related setting is necessary.

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.

Work Schedule

Monday-Friday 8:30am-5:00pm Days 40 hours

Hours will vary during Training.

Work Locations

North Campus Administrative Complex (NCAC)

Union Affiliation

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.

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 any time after the minimum posting period has ended.

U-M EEO Statement

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.