How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Summary

Supervise a talented and diverse team of Patient Business Associates, and Patient Financial Counselors in the Michigan Medicine PreService Department.

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.

Responsibilities*

• Recruit and hire employees; manage the daily work of the team
• Provide ongoing training and staff development including providing tools, technologies and information to maximize the performance of the unit
• Prioritize responsibilities to ensure the highest standards of customer service, data integrity and to maximize reimbursement to the organization
• Address customer concerns and follow through with staff as necessary
• Manage interpersonal relationships to ensure a trusting, supportive environment where the talents of the team can be realized and recognized
• Communicate and cooperate continuously with manager to ensure a seamless process flow
• Ensure alignment with University of Michigan Health System mission, vision, values and goals
• Adhere to department policies and procedures, third-party payer requirements and state and federal regulations
• Ensure unit’s compliance with all mandated training, informational sessions, workshops and classes
• Maintain timely and consistent compliance with UMHS and departmental disciplinary guidelines; evaluate team members via data-driven performance standards and direct observation
• Provide periodic productivity and unit performance reports to managers and director
• Maintain adequate staffing by reviewing time off requests, maintaining online staffing calendar, and being responsive to phone, email and pager requests
• Chair regular staff meetings; prepare meeting agendas; solicit agenda items from team members, managers, and director
• Leads change projects such as bringing up new clinical areas, developing and deploying onboarding process, implementing Lean in Daily Work methodology
• Manage work of Outpatient Financial Clearance Team, Patient Financial Counselors and Radiation/Oncology Referral Staff

Required Qualifications*

Extensive knowledge of third-party payers, their contractual status with the UMHS and how they are registered in our MiChart (EPIC) system; 1-2 years minimum experience in call center supervision; customer-focused decision making and prioritization of responsibilities; responsiveness and flexibility to manage the demands of a fast-changing industry; outstanding oral and written communication skills; ability to resolve conflict collaboratively as an opportunity for positive change; outstanding interpersonal skills; ability to maintain absolute confidentiality of patients’ and employees’ personal information; a history of innovation, creativity and accomplishment in previous positions; outstanding record of attendance and punctuality; ability and desire to develop the skills and performance of team members.

Desired Qualifications*

Bachelor’s degree or equivalent education and experience; supervisory experience; database and web skills; training and coaching experience; reporting and spreadsheet skills; health care revenue cycle experience.

Work Locations

This is a remote position where you will work from home virtually.  High speed internet is a requirement for this position and its cost is the responsibility of the staff member.  There may be occasions where the staff member will need to report to the business office location, including meetings, computer or technology requirements, or to complete work that is not possible to handle remotely. The business location will have space available to reserve for onsite work when required.  The business office is located in the Eastern Time Zone and work hours must accommodate interactions, including video conferencing, with colleagues during these hours.  Computing resources including required software applications, VPN, desktop or laptop computer, monitor, keyboard and mouse, will be provided by the employer.  Remote staff are not provided with a mobile phone but are provided with computer telephone and fax technology. Office equipment such as desk, chair, and printer are not provided.   Basic supplies such as paper and pens are stocked at the business location and are available to remote staff for pick-up should they choose.  Unless otherwise agreed to in advance with your manager, additional hardware, software, printing, and cost of office supplies preferred by the staff member, are the responsibility of the employee. 

Technology Skills required include the ability to set-up computer and monitors and connect accessory items such as mouse, keyboard, and web cams.   Remote computing support is available 24/7 via phone, chat, or ticketing system to all staff members. Staff will be expected to effectively communicate and resolve most computing issues directly with computing support resources.

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.