About the position
The Customer Service Representative Intermediate - Intake position at the University of Michigan is a full-time role located at 503 Thompson Street, Ann Arbor, MI. This position is primarily responsible for managing the scheduling and appointment processes for the Wheelchair Seating Service (WSS) through the Epic/MiChart systems. The representative will be tasked with rooming patients, notifying providers, distributing mail, and creating electronic files while also performing insurance verifications. Additionally, the role includes providing coverage for other Patient Experience positions as needed. In this role, the representative will verify insurance coverage, eligibility, and benefit information, explaining coverage and co-pays to patients or referral sources as appropriate. They will pre-qualify patients for their equipment based on insurance guidelines and complete necessary patient demographics and labor trackers. The representative will also be responsible for answering calls through the Cisco Finesse telephone system, triaging calls according to departmental guidelines, and greeting patients in the Epic/MiChart system. They will notify relevant staff upon patient arrival and assist patients, visitors, and vendors as required. Scheduling patient appointments within Quality Improvement timelines is a key responsibility, along with managing the Epic/MiChart schedule and processing files for Iron Mountain storage. The representative will sort and distribute incoming and outgoing mail, escort patients to exam rooms, and ensure that they have access to necessary amenities such as call buttons, coffee, water, tea, and television. Maintaining infection control protocols in exam rooms and ensuring that they are stocked with appropriate items is also essential. The representative will manage the WSS laundry service and maintain electronic records per department guidelines, complying with all University of Michigan and departmental standards. The role supports the department's commitment to continuous improvement through positive contributions in problem-solving and change processes.
Responsibilities
- Verify insurance coverage, eligibility and benefit information.
- Explain coverage and co-pays to the patient or referral sources as appropriate.
- Pre-qualify the patient for their equipment based on patients' insurance guidelines.
- Complete patient demographics and labor tracker.
- Answer Cisco Finesse telephone system and triage calls per departmental guidelines.
- Greet and check-in patients in Epic/MiChart system.
- Notify RTS/BMET/PT when patients arrive.
- Assist patients, visitors, and vendors.
- Schedule patient appointments in Epic/MiChart system within Quality Improvement timelines.
- Schedule blocks in Epic/MiChart schedule as needed.
- Work Quality Improvement reports.
- Process files for Iron Mountain storage.
- Sort and distribute incoming and outgoing mail.
- Escort patients to exam rooms and ensure that they have call buttons and other various needs (coffee, water, tea, television).
- Maintain infection control protocols in exam rooms.
- Ensure exam rooms are stocked with appropriate items.
- Manage WSS laundry service.
- Maintain electronic records per department guidelines.
- Follow department guidelines for phone calls, fax and emails and communication.
- Comply with all University of Michigan and departmental standards and expectations.
- Support the department's commitment to continuous improvement activities and principles.
Requirements
- 2-5 years of customer service experience.
- Ability to manage multiple functions simultaneously.
- Excellent interpersonal skills.
- Demonstrated proficiency with computer skills including keyboarding and Microsoft programs.
- Ability to read, write, speak and comprehend English.
- Manual dexterity to perform required activity proficiently and safely.
- Ability to sit for an extended period of time; greater than four hours.
Nice-to-haves
- Knowledge of medical terminology.
- Experience working with health care professionals.
- Previous experience in Complex Rehabilitation Technology.
