Job Description

Excellent service is expected and an internal part of the CVM at Domino's Farms culture. To be considered for this position, a cover letter is required and should be attached as the first page with your resume. The cover letter should address each of the following points in about 50 words or less:

1. Describe your background and qualifications and why you believe you would be a good fit for this position at the Domino's Farms.
2. Outline your service excellence skills and experiences which would be applicable to this position.
3. In your most recent position, how was service excellence emphasized?
4. Describe a situation in which a customer or colleague was upset and the steps you took to resolve the issue to a reasonable conclusion.

The Cardiovascular Medicine Clinic at Domino's Farms is seeking a Referral Coordinator to coordinate and facilitate communication between referring physicians, managed care plans, clinic personnel, distance referral locations and patients regarding authorization for service to attend the Cardiac Rehab Program at Domino's Farms and BCSC.

They should provide prompt, courteous customer service to patients and referring providers. The Referral Coordinator will provide expertise in the scheduling of patient appointments, including detailed scheduling associated with new patients and/or a variety of diagnostic visits. Provides in-service training to other referral coordinators and may assist in work coordination with checking in and outpatients within the clinic. Flexibility in all aspects of work assignments.

• Serve as liaison between physicians, insurance companies, program staff and patients in the referral approval process
• Serve as liaison between physicians, insurance companies, program staff and patients in the referral approval process.
• Display excellent customer service skills with all communication and especially related to patients, physicians, and staff.
• Obtain authorization, precertifications and benefits level verification from third parties for participation in the programs.
• Evaluate and process authorization requests, including communicating with patients and plans.
• Responsible for providing complex scheduling and care coordination services for the department clinical staff including requesting medical records from multiple healthcare centers, coordinating with multiple medical teams, and triaging appointment requests to appropriate departments.
• Coordinate with other department schedulers to optimize use of service block time at other units across Michigan Medicine.
• Utilize different databases, registries and flow sheets for the different programs and maintain MiChart grids.
• Manage daily work queues and along with supervisor, set work standard.  
• Accurate data entry and appropriate distribution of patient results.
• May also be required to provide coverage for other areas within the clinic while they are on vacation.
• Assist with patient education related to the special requirements of Managed Care Plans.
• Respond to patient phone calls related to authorization concerns (i.e. patient receives a bill, authorizations, etc.).
• Submit written appeals to insurance companies for rejection of services and/or extension of services
• Personal interaction involves obtaining and providing sensitive and confidential information and evaluating and responding to concerns, questions, and complaints from patients experiencing confusion and stress due to illness.

PHYSICAL REQUIREMENTS

• This position requires moderate standing/walking, as well as lifting, positioning, pushing of office materials.

This description is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

• High School Diploma or GED.
• 3 - 4 years of experience in customer service industry or relevant patient care work history.
• Knowledge of basic medical terminology.
• Prior experience performing complex scheduling.
• Familiarity with obtaining medical records or professional medical billing.
• Financial counseling experience for healthcare patients.
• Exceptional interpersonal skills and ability to work well within a team setting.
• Communicates effectively.
• Demonstrates active listening, written, verbal and information technology skills.
• Proficient with computers and technology

• Experience working within a large, complex health care setting. 
• Familiarity with Michigan Medicine electronic medical record systems.
• Knowledge of Cardiology procedures
• Ability to multi-task and work in a high-volume area.
• Effective verbal and written communication skills.
• Comfortable working with computers and general knowledge of office practices.
• Knowledge of University policies and procedures.

This position will be Monday - Friday, 40 hours a week.  

This position is included in the bargaining unit represented by the Service Employees International Union - Healthcare Michigan (SEIU), which represents bargaining unit members in all matters with respect to wages, benefits, hours, and other terms and conditions of employment.

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.

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.

Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.

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

About University of Michigan - Ann Arbor

A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.

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