What You'll Do

BASIC FUNCTION AND RESPONSIBILITY:

This customer service position will provide multi-media support to the Taubman Surgery ACU physicians, and staff.  Primarily handling new patient referrals, transcribing them into Michart and handling medical record requests, which includes receiving and responding to telecommunications and MiChart notifications requesting more information or medical records on scheduled patients. Responsible for the fax servers and triaging faxes to the appropriate nursing team or MA teams for action.

This position will assess the medical record needs of the specific service areas utilizing the highest standards of customer service delivery, work collaboratively with all members of the Taubman Surgery ACU, physicians, registered nurses, OR schedulers, LPN’s, medical assistants and clerical staff in the delivery of care to patients and families.

Major areas of responsibility: Ensuring that the physicians and services have all outside records, images and labs needed prior to seeing a new or return patient. Ensuring all medical records, from the fax servers are routed to HIM or imaged into MiChart.  Setting and following the standard for media tab labeling in MiChart to ensure all areas can easily locate records.  Primary owner of the Medial Records pool for the ACU.  Commitment to continuous quality improvement initiatives which may include attending monthly clinic, front desk, or call center meetings.   

Mission Statement

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.

Why Join Michigan Medicine?

Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world’s most distinguished academic health systems.  In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.

What Benefits can you Look Forward to?

• Excellent medical, dental and vision coverage effective on your very first day
• 2:1 Match on retirement savings

Responsibilities*

CHARACTERISTIC DUTIES AND RESPONSIBILITIES:

1. Manage complex referral work queues and transcribe new patient referrals.

2. Ability to run MiChart reports and analyze as needed

3. Oversee assigned MiChart In Basket

4. Contact the patients being referred for services to inform them of the information needed to prepare for the appointment.

5. Obtain and track pre-appointment records, including but not limited to pathology slides, radiology images and any other pertinent medical records needed.

6. Develop relationships with referring physician’s offices to aid in the collection of medical records.

7. Follow up on any issues, needs, or outstanding medical records needed for the completeness of the New Patient visit.

8. Assists in onboarding new team members, providing resources to facilitate the learning of position.

9. Provide information, service and support to referring physicians, consumers, UMHS staff and faculty, and other healthcare professionals via multimedia communication channels.

10. Communicate/collaborate with internal and external customers to ensure an integrated approach to service.

11. Maintain appropriate knowledge/content resources by timely entry of new or updated information.

12. Utilize superior telephone technique, customer service etiquette, customer recovery and e-mail/web communication skills to meet the individual needs of UMHS customers.

Required Qualifications*

• High School diploma or GED.
• A minimum of 3 years of previous customer service experience
• Demonstrated ability to interact with a diverse population
• Strong organizational and prioritization skills
• Demonstrated record of excellent attendance
• Exhibits professional and positive image when interacting with patients, faculty, and staff
• Able to handle multiple responsibilities in a fast-paced environment with accuracy
• Demonstrated ability to work well under pressure and meet deadlines
• Demonstrated strong problem-solving skills
• Demonstrated excellent customer service skills with the public
• Demonstrated excellent verbal and written skills
• Exceptional interpersonal skills and the ability to work well within a team
• Ability to communicate effectively
• Demonstrated active listening and information technology skills

Desired Qualifications*

• EPIC/MiChart experience.
• Familiarity with obtaining medical records and professional medical billing
• Experience working within a large, complex health care setting.
• Prior experience performing complex scheduling
• Ability to understand medical documentation and general knowledge of medical terminology.
• Knowledge of university policies & procedures.

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 anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.

U-M COVID-19 Vaccination Policy

COVID-19 vaccinations, including one booster when eligible, are required for all University of Michigan students, faculty and staff across all campuses, including Michigan Medicine.  This includes those working remotely and temporary workers.   More information on this new policy is available on the U-M Health Response website or the UM-Dearborn and UM-Flint websites.