Customer Help Desk Technician Intermediate

The University of Michigan is seeking an intermediate Customer Help Desk Technician to support registration-related needs for internal Michigan Medicine customers. In this role, you will provide at-the-elbow education and ongoing assistance across revenue cycle functions, helping ensure accurate registration, insurance eligibility, and front-end billing workflows.

Working in an environment that emphasizes professionalism and patient-centered service, you will address inquiries received by phone, email, patient portal, and fax, while coordinating with MiChart users, related departments, and IT help desk processes to resolve issues and improve service outcomes.

Key Responsibilities

• Represent Michigan Medicine with professionalism, respect, and courtesy in every interaction.
• Support internal customers from areas including Revenue Cycle Pre-Service, Mid-Service, and Post-Service; outpatient clinics; MLabs; Joint Ventures; Regional Alliance for Healthy Schools; and other revenue cycle and business-process teams.
• Respond to registration and billing inquiries accurately and timely, using compassionate, sincere, warm, caring, and professional language.
• Build rapport through active listening, checking understanding, and asking clarifying questions when needed.
• Handle difficult conversations verbally and in writing with empathy, concern, and reassurance.
• Assist in the development and maintenance of procedural documentation for Registration and the community of MiChart Prelude users.
• Perform special handling procedures outside normal business operations and help document and maintain special handling unit materials.
• Contribute to the development, testing, and documentation of new and existing technologies.
• Complete MiChart work queues that identify user, process, and system errors; when applicable, provide feedback to end users, Pre-Service management, Business Analysts, and HITS.
• Coordinate with billing departments to resolve work queue items that include both registration and billing components.
• Obtain discharge dates from Skilled Nursing Facilities to support billing requirements outlined by CMS.
• Investigate and resolve process and system problems using appropriate steps, escalating to the right person when necessary.
• Apply Lean principles to add value to processes and reduce waste.
• Participate in project and committee work with minimal supervision.
• Represent PBS Help Desk at meetings, share information with the team and management, and complete assigned meeting tasks on time.
• Investigate, report, and resolve process gaps, IT issues, and user errors.
• Recommend continuing education, process improvements, and IT enhancements, and report PBS Help Desk usage trends to Registration management.
• Receive and investigate end-user reports of systems and process issues.
• Submit service tickets to HITS and review, investigate, and resolve HITS service tickets involving registration-related operations and technology in a timely manner.
• Take ownership of issues until resolution is reached or appropriate escalation occurs.
• Work with Health Information Management and other business units to correct and maintain the accuracy of patient identity in MiChart.
• Interview patients, parents, and guardians by phone to collect and verify demographic, physician, guarantor, and insurance information while adhering to the patient interview script.
• Identify and resolve patient insurance issues that may cause claim rejections or over-payments.
• Verify insurance eligibility using online systems and manual processes to confirm coverage and policy listing.
• Communicate with insurance companies and other Michigan Medicine departments on behalf of the patient to resolve issues, guiding patients through the steps needed for successful resolution when necessary.
• Meet annual Michigan Medicine competencies and maintain customer service standards, confidentiality, data integrity, and compliance.

Requirements

• High school diploma or G.E.D; at least two (2) years of experience with patient registration in a healthcare setting and an outstanding record of attendance and punctuality.
• Knowledge of group health plans, government health plans, automobile and workers’ compensation plans.
• Proven ability to establish and maintain effective relationships with internal and external customers while meeting expectations for exemplary customer service.
• Strong communication and interpersonal skills.
• Computer literacy and the ability to enter substantial amounts of data while maintaining a high level of accuracy.
• Technology skills required for remote work.

Tools and Technologies

• MiChart
• MiChart Prelude

Benefits

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

Work Mode and Schedule

• Mode: Mobile/Remote
• Schedule: Monday - Friday, 8:00 AM - 4:30 PM

Remote Work Location Details

• Remote role working from home; in-home high speed internet is required, with an expectation of 15 mbps download and 5 mbps upload.
• Occasional reporting to the business office location (KMS Building in Ann Arbor) may be required for meetings, training, technology needs, or tasks not possible remotely.
• Employer-provided computing resources include required software applications, VPN, desktop computer, monitor, keyboard, mouse, and headset.
• Remote staff are provided with computer telephone and fax technology; a mobile phone is not provided.
• Office equipment such as desk, chair, and printer is not provided for remote work.
• Basic supplies (paper and pens) are stocked at the business location and are available for remote staff pickup.
• Additional hardware, software, printing, and office supply preferences not agreed upon in advance are the responsibility of the employee.
• Remote computing support is available 24/7 via phone, chat, or a ticketing system.

Background Screening

• Michigan Medicine conducts background screening and pre-employment drug testing upon acceptance of a contingent job offer.
• Background screenings are performed in compliance with the Fair Credit Report Act.
• Pre-employment drug testing applies to selected candidates, including new or additional faculty and staff appointments and transfers from other U-M campuses.