Michigan Medicine · 18 hours ago
Customer Help Desk Tech Inter
United States
Full-time
Remote
New Grad
2+ years expMichigan Medicine is dedicated to improving health through education, patient care, and research. They are seeking a Customer Help Desk Tech Intern to provide registration-related support and education to internal customers, ensuring accurate information and resolving billing issues.
EducationHealth CareMedical
Responsibilities
Represents Michigan Medicine positively. Demonstrates professionalism, respect, and courtesy in all interactions
Provides support and education to internal customers from areas such as Revenue Cycle Pre-Service, Mid-Service, and Post-Service; outpatient clinics; MLabs; Joint Ventures; Regional Alliance for Healthy Schools; and others who perform revenue cycle operations and standard business processes
Responds to inquiries received via phone, email, patient portal, and fax accurately, timely, with compassion, sincerity, warmth, caring, and professional language
Builds rapport and works collaboratively with customers. Demonstrates active listening, checks for understanding, and asks clarifying questions when needed
Handles difficult conversations, both verbally and written, with empathy, concern, and reassurance
Assists in the development and maintenance of procedural documentation for Registration and the community of MiChart Prelude users
Performs special handling procedures that fall outside normal business operations. Assists with documenting and maintaining special handling unit materials
Assists in the development, testing, and documentation of new and existing technologies
Completes MiChart work queues that identify user, process, and system errors. When applicable, provides feedback to end users, Pre-Service management, Business Analysts and HITS. Coordinates efforts with billing departments to resolve work queue items that have both a registration and billing component
Obtains discharge dates from Skilled Nursing Facilities to ensure proper billing as outlined by CMS
Recognizes process and systems problems and takes the appropriate steps to investigate and resolve them
Utilizes Lean principles to add value to processes and reduce waste. Escalates issues to the appropriate person when necessary. Represents Registration department with other Revenue Cycle departments, clinic partners, and insurance companies on an 'as needed' basis
Participates in project and committee work under minimal supervision
Represents PBS Help Desk at meetings, shares information learned at meetings with team members and management, and completes any tasks that are assigned during the meetings timely
Takes the appropriate steps to investigate, report and resolve process gaps, IT issues, and user errors. Recommends continuing education, process improvements, and IT enhancements
Reports PBS Help Desk usage trends to Registration management
Receives and investigates end-user reports of systems and process issues. Submits service tickets to HITS and informs business owners as appropriate
Reviews, investigates, and resolves HITS service tickets involving registration-related operations and technology in a timely manner
Takes ownership of issues until resolution is reached or appropriate escalation has occurred
Works closely with Health Information Management and other business units to correct and maintain accuracy of patient identity in MiChart
Interviews patients, parents, and guardians over the phone via incoming and outgoing phone calls to collect and verify demographic, physician, guarantor, and insurance information
Adheres to patient interview script to ensure the collection of registration data elements
Identifies and resolves patient insurance issues that could result in claim rejections or over-payments. Verifies insurance eligibility using on-line systems and manual processes to ensure coverage is in effect and patient is listed on the policy. Communicates with insurance companies and other Michigan Medicine departments on behalf of the patient in an effort to resolve issues. When necessary, involves and guides patients through the steps needed to achieve successful issue resolution
Meets all Michigan Medicine annual competencies and maintains the highest level of customer service, confidentiality, data integrity, and compliance
Qualification
Required
High school diploma or G.E.D
Minimum of two (2) years' experience with patient registration in a health care setting with an outstanding record of attendance and punctuality
Knowledge of group health plans, government health plans, automobile and workers' compensation plans
Demonstrated ability to establish and maintain effective relationships with internal and external customers in a manner that consistently meets the organization's expectations for exemplary customer service
Strong communication and interpersonal skills
Computer literacy
Ability to enter a substantial amount of data while maintaining a high level of accuracy
Technology skills mentioned above as remote job requirements
Preferred
Excellent organizational, analytical, and independent problem-solving skills
Ability to resolve issues while maintaining flexibility
Billing experience in a health care setting
Ability to work collaboratively in a team-focused environment
Knowledge of Michigan Medicine policies, procedures, regulatory requirements and information systems
Associate's or Bachelor's degree or equivalent experience and education
Company
Michigan Medicine
Michigan Medicine is a health care system and academic medical center that provides medical education and more. It is a sub-organization of University of Maichigan.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Heather Ascani
Director, Business Operations - Applied Systems Biology Core
Jack Kufahl
Chief Information Security Officer
Recent News
2025-12-11
Company data provided by crunchbase