Patient Services Intermediate

Job Summary

The Michigan Medicine Orthotics and Prosthetics Center is a large multi-disciplinary clinic dedicated to providing high quality orthotic and prosthetic services for adults and children. The 30,000 square foot facility is located at 2850 South Industrial Hwy, Ann Arbor, MI. We are actively seeking compassionate, enthusiastic, and patient-oriented individuals who will share in the goal of creating the ideal experience for our patients, families, and employees.

Responsibilities*

• Greet patient at check-in and check-out.
• Accurately and efficiently schedule patient appointments utilizing two EMR systems (MiChart & OPIE) after determining appropriate sub-specialty based on prescription details.
• Respond to urgent appointment requests/walk-ins.
• Initiate and respond to telephone encounters in Cadence and OPIE messages in a timely manner to ensure optimal patient care.
• Collect patient copays/payments, reconcile cash drawer in Cadence and run settlement reports as necessary.
• Review patient No Show List and perform appropriate patient outreach/follow-up, including No Show Letters.
• Provide in-service training and onboarding for new clerical staff.
• Promote and facilitate positive communication with the entire healthcare team.
• Provide support, education, and guidance to patients throughout the continuum of care.
• Proactively build relationships with patients by regular contact with them to assist in identifying barriers of care.
• Assist patients navigating through the complex logistics of the health system.
• Provide interpretation and instructions for policies, procedures, and practices.
• Manage incoming documentation, to include detailed prescriptions and other documentation.
• Assist with coverage as needed at UH and BCSC.
• Collaborate with the leadership team to support efficient and effective clinic operations.

What You'll Do

For more than 100 years, the University of Michigan Orthotics and Prosthetics Center has provided exceptional, state-of-the-art care to a diverse population of adult and pediatric patients. We are committed to delivering compassionate, high-quality care and outstanding customer service.

As an integral member of our team, you will help create an exceptional experience for every patient and family. In this role, you will become proficient in our electronic medical record and scheduling systems, including OPIE, a specialized orthotics and prosthetics platform. You will collaborate with other clinics to coordinate appointments, verify insurance coverage, and help ensure a seamless patient experience.

As one of the first and last people patients and families interact with during their visits, you will play a vital role in creating a welcoming, compassionate, and professional environment.

Required Qualifications*

• Graduation from high school or an equivalent combination of education and experience.
• Minimum 3 years of experience in patient services, customer service, healthcare administration, or a related field.

Desired Qualifications*

• 3 or more years of customer service experience within a medical environment.

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

This will be a Full-Time (Non-Exempt), 40 hours per week; 8:30am 5:30pm, Monday Friday schedule.

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.

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.