Manager, Clinical Support Services

Overview

WMU Homer Stryker MD School of Medicine (WMed) is seeking a Manager, Clinical Support Services. Responsible for overseeing all activities related to optimizing patient scheduling and registration tasks, collection of payments due, and insurance verification to promote maximal insurance reimbursement and efficient team functioning.

Under the guidance of the Director, Clinical Services, serves as the manager of Registration and Scheduling, Clinic Support Technician, and Referral staff within assigned clinics.

Responsibilities

• Responsible for providing leadership in the operational activities of assigned staff including registration/schedulers, referrals, and clinical support technicians.
• Understands and adheres to HIPAA policies, procedures and regulations to assure patient confidentiality
• Responsible for approval of staff time cards and PTO requests while ensuring staff is adhering to WMed PTO and time and attendance policies.
• Works in collaboration with other Clinical Affairs leaders to ensure clinics are running efficiently.
• Advocates for team members and communicates with clinical leadership appropriately.
• Supervises, directs, and reviews work of assigned staff to ensure accurate and timely completion of responsibilities.
• Coordinates the hiring process for all open positions including interviews and hiring recommendations.
• Performs evaluations and competencies no less than annually for existing staff with new staff reviews at 90 days of hire.
• Ensures the team consistently provides world class customer service and acts responsibly with patient care.
• Participates in team and departmental goal setting and completes assigned projects by target dates.
• Leads team meetings on a regular basis, assessing the quality, quantity and efficient delivery of customer service/care for registration/schedulers, referrals, and clinical support technicians.
• Builds and maintains a positive relationship, effectively communicates with and is constantly coordinating with registration/schedulers, referrals, and clinical support technicians.
• Monitors staffing and workflow, communicates needs to Director of Clinical Affairs.
• Responsible for all staff training and creating/maintaining how-to manuals.
• Availability to work on weekends and evenings to complete time sensitive projects.
• Acquires knowledge for new technology and policy/procedure revisions.
• Create weekly schedules for staff to ensure proper coverage for all clinics, including monitoring PTO and call ins
• Responsible for the after-hours answering service.
• Responsible for the day-to-day technical management of the Registration/Clerical and Referrals department.
• Able to perform all registration, scheduling, and referral duties and be willing to step in on an as-needed basis.
  • Ensures good faith estimates are provided to self-pay and out of network patients.
  • Identifies and maintains registration practice guidelines.
  • Enters patient demographic, and insurance information into the EHR.
  • Insurance verification within the EHR system and other websites.
  • Responsible for ensuring the collection of copays.
  • Ensures patient reschedule lists are completed in a timely manner.
  • Monitor the Well Child report and other quality care reports as assigned
  • Manages the referral specialists responsible for assembling information concerning patient’s clinical background and referral needs. Provides appropriate clinical information to referring providers, specialists, or health care facilities.
  • Manages patient portal requests.
• Monitor specific dashboards, work-ques, and in baskets to ensure productivity of teams
• Prepares the daily census
• Provides updates to existing policies and procedures as needed and proposes new policies.
• Recommends and participates in corrective action of staff.
• Communicates with staff routinely and effectively using all forms of communication.
• Provides feedback to staff and providers on scheduling concerns or errors.
• All other duties as assigned.

Qualifications

EDUCATION AND/OR EXPERIENCE:

• Minimum of 4 years working in healthcare with insurance and registration experience required.
• Minimum 3 years’ experience of data entry and receptionist experience or equivalent amount of formal training in a medical setting.
• Associate’s degree or equivalent, relevant work experience required. Bachelor’s degree preferred.
• Knowledge and proficiency in grammar and spelling skills.
• Ability to effectively communicate with others verbally and in writing.

OTHER SKILLS AND ABILITIES: 

• Knowledge and proficiency utilizing payer websites including CHAMPS, and others as required.
• Experience with electronic health record, Epic preferred.
• Ability to interpret and understand insurance benefits and reimbursement
• Knowledge of basic word processing and file management using Microsoft Word and Excel.
• Ability to operate standard office equipment such as multi-line phone system, copier, fax machine etc.
• Ability to comprehend and communicate detailed instructions accurately.
• Demonstrate the ability to recognize priorities in the organization of work flows.
• Able to perform duties independently, with minimal need for direct supervision.
• Proficiency with basic medical terminology.

About Western Michigan University Homer Stryker M.D. School of Medicine (WMed)

We are committed to excellence and health equity through transformative medical education, high-quality, patient- and family-entered care, innovative research, and community partnerships within a just culture of diversity, equity, inclusion, and belonging. Our vision is health equity for all in Southwest Michigan through innovation in the practice and study of medicine.

The medical school is a collaboration of Western Michigan University and Kalamazoo's two teaching health systems, Ascension Borgess and Bronson Healthcare. The medical school is a private nonprofit corporation supported by private gifts, clinical revenues, research activities, tuition, and endowment income. WMed is the recipient of a $100 million foundational gift and the Empowering Futures Gift, a philanthropic commitment of $300 million to support the mission of the medical school. WMed contributes to the economic vitality of Southwest Michigan through the services we provide as well as the creation of 1,600 new jobs and an annual estimated economic impact of $353 million in Kalamazoo and Calhoun counties.

WMed is fully accredited by the Liaison Committee on Medical Education and the Higher Learning Commission. The medical school offers a comprehensive, innovative four-year Doctor of Medicine degree program and a Master of Science degree program in Biomedical Sciences. We train physicians in 10 residencies and five fellowships accredited by the Accreditation Council for Graduate Medical Education. To support our educational mission, we have Joint Accreditation for interprofessional continuing education, which incorporates accreditation by the Accreditation Council for Continuing Medical Education.

WMed Health is the clinical practice of the medical school with more than 300 providers offering comprehensive primary care and specialty services in several locations throughout the Kalamazoo and Battle Creek areas. Faculty in the Department of Pathology serve as the Office of the Medical Examiner for counties throughout Michigan and northern Indiana.

The W.E. Upjohn M.D. Campus located in downtown Kalamazoo serves as the primary educational facility with student study and social spaces, team-based learning halls, faculty and administrative offices, a state-of-the-art Simulation Center accredited by the Society for Simulation in Healthcare, basic science research labs, as well as toxicology and forensic pathology labs.

WMed builds upon Kalamazoo’s century-long foundation of drug discovery and medical device development with a strategic investment in clinical, laboratory, community, and educational research. The Center for Immunobiology, Center for Clinical Research, Research Histology Lab, Innovation Center, and Human Research Protection Program contribute to the medical school’s advancement of knowledge through innovation and discovery. 

Western Michigan University Homer Stryker M.D. School of Medicine is an Equal Employment Opportunity/Affirmative Action employer of females, minorities, individuals with disabilities, and protected veterans, and actively strives to increase diversity within its community. We provide a drug- and tobacco-free workplace. 

EEO Minorities/Women/Disabled/Protected Veterans.