Customer Service Rep Intermediate Scheduler

About the role

This position is responsible for scheduling and arriving appointments through Epic/Michart for Wheelchair Seating Service (WSS), rooming patients, providing notification to providers, mail distribution, and the creation of electronic files and performing insurance verifications. As well providing coverage for other Patient Experience positions.

Responsibilities

• Schedule patient appointments in the Epic/MiChart system within established Quality Improvement timelines and maintain appropriate scheduling blocks as needed.
• Verify insurance coverage, eligibility, and benefit information; obtain referrals and prior authorizations as required by insurance guidelines.
• Communicate coverage details and co-pay responsibilities to patients and referral sources as appropriate.
• Pre-qualify patients for equipment based on individual insurance guidelines and coverage requirements.
• Enter and maintain accurate patient demographic information and complete labor tracking documentation.
• Assign appropriate ICD-10 diagnosis codes within the computer system to support order processing and billing requirements.
• Coordinate appointment scheduling with Physical Therapists (PTs), Assistive Technology Professionals (ATPs), Bio-Medical Engineers (BMETs), and other clinical staff to ensure appropriate clinic coverage and efficient patient flow.
• Review incoming referrals and supporting documentation to ensure all required clinical and insurance information is complete prior to scheduling appointments.
• Communicate appointment confirmations, changes, and preparation instructions to patients and referral sources in a timely and professional manner.
• Monitor scheduling queues and worklists to ensure timely processing of orders and adherence to departmental service timelines.
• Provide general customer service support by responding to patient inquiries related to scheduling, documentation requirements, and appointment logistics.
• Adaptability and flexibility in all aspects or work assignments.
• Participate in department/unit activities including, but not limited to, staff meetings and in-services.
• Perform other duties as assigned to maintain the efficiency of the department.

Other related duties

• Generate, review, and work departmental reports assigned to support scheduling accuracy and operational efficiency.
• Establish, maintain, and update electronic and hard copy records in accordance with departmental policies and compliance standards.
• Adhere to department guidelines for professional communication via phone, fax, and email to ensure timely and accurate exchange of information.
• Comply with all University of Michigan and departmental policies, procedures, standards, and performance expectations.
• Support the department's commitment to continuous improvement by contributing positively and respectfully to problem-solving initiatives and change management processes within Home Care Services.
• Perform other duties as assigned to support departmental operations and patient care objectives.

Required Qualifications

• High School Diploma or GED.
• 2-5 years of customer service experience.
• Provides excellence in patient satisfaction.
• Communicates effectively in ways that enhance productivity and build respectful relationships.
• Demonstrates active listening, written, verbal, and information technology skills.
• Adheres to high standards of personal and professional conduct.
• Responds positively to change, showing willingness to learn new ways to accomplish work.
• Adopts practices to improve work processes, enhance customer satisfaction and ensure excellence in daily work.
• Good attendance.
• Exceptional interpersonal skills and ability to work well within a team setting.

Work Schedule

• Days: Monday - Friday
• Hours: 8:30am - 5:00pm
• The above is subject to change based on business needs.

Work Location

2850 S Industrial Highway STE 200 Ann Arbor Mi 48104. This position is an onsite role based out of the business office location. Staff members are expected to report to the office as scheduled and perform all job duties onsite. Staff may occasionally be required to attend meetings, trainings, or complete additional responsibilities as directed by leadership.

Benefits

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

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.