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GENERAL SUMMARY

Under general supervision, follows established procedures to schedule patient appointments; perform new patient registrations; and update registration and insurance information. Responds to telephone inquiries from patients, internal and external physicians, Health Alliance Plan representatives, and other HFHS employees and customers regarding referrals and services offered throughout the Henry Ford Health System (HFHS), including HFH, Wyandotte, Macomb, HAP, Optimize, and others. Resolves patient access issues, documents complaints, and refers concerns to the Supervisor when appropriate. Maintains documentation of calls received and issues encountered for administrative review as needed.

PRINCIPAL DUTIES AND RESPONSIBILITIES

+ Responds to telephone inquiries from patients, physicians, employees, and other customers regarding referrals, appointments, prescription refills, provider messages, and HFHS services.

+ Refers patients to the appropriate service or physician within HFHS, including Wyandotte or the Bi-County group, and performs follow-up to ensure proper referral and customer satisfaction.

+ Performs new patient registrations and updates existing registration and insurance information.

+ Validates and verifies insurance coverage using online systems or reference manuals. When verification is not possible, refers information to Insurance Verification.

+ Reviews CarePlus or discusses diagnoses with callers to communicate referral or documentation requirements as needed.

+ Communicates with internal and external physicians, patients, employees, and other customers to resolve issues related to patient or physician access, problems, and complaints.

+ Refers individuals to internal or external agencies for rehabilitative services, worker’s compensation matters, and other needs.

+ Monitors incoming calls from physicians, patients, and other customers to ensure satisfaction regarding Continuing Medical Education, consultations, general information, bed transfers, and physician communication.

+ Documents problems encountered within HFHS for administrative review when required.

+ Performs online data entry of all telephone encounters in a fully automated environment.

+ Maintains up-to-date scheduling protocols for physicians and services within the assigned scheduling area, and reports inconsistencies to the Supervisor or Group Leader.

+ Performs other duties as assigned by the Supervisor, Group Leader, or department leadership.

+ Maintains MEDIPAC core competencies as required by HFMG.

EDUCATION/EXPERIENCE REQUIRED:

+ Associate degree or two years of college in business or a related field,oran equivalent combination of education and experience.

+ Minimum of one (1) to two (2) years of patient contact experience within HFHS, with strong written and interpersonal communication skills.

+ Ability to type 25 wpm; experience using personal computers and working knowledge of Microsoft Word or other word-processing programs required.

+ Previous HFH clinical CSR experience preferred.

+ Knowledge of the HFHS mainframe, registration procedures, CarePlus, and insurance products preferred.

Additional Information

+ Organization: Henry Ford Hospital - Detroit Main Campus

+ Department: P5 CVICU

+ Shift: Variable

+ Union Code: Not Applicable

Additional Details

This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

Overview

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers .

Benefits

The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.

Equal Employment Opportunity/Affirmative Action Employer

Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is

committed to the hiring, advancement and fair treatment of all individuals without regard to

race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

weight, marital status, family status, gender identity, sexual orientation, and genetic information,

or any other protected status in accordance with applicable federal and state laws.