Orthopedic Clinic Pt Svcs Spec - Full Time - Days - Wyandotte

Business (Non-Clinical)
1811090 Requisition #
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Under the direction of the Orthopedic Practice Manager, follows standard operating procedures and protocols for all patient registration activities including patient reception, face-to-face check in, preregistration, confirm patient’s insurance; copay and prior balance cash collections. Performs new patient registration; updates registration and insurance information; responds to inquiries from callers/customers. Advocates on the caller/customer’s behalf to ensure that their needs are met. Acts as a welcoming front door for all customers, instilling loyalty and anticipating needs, while providing efficient, effective customer relationship management.


Performs all aspects of registration including: Performs new patient and return patient registration and updates in accordance with business unit protocol (see below):

Checking in a patient

1. Open DAR on computer terminal at beginning of each shift.

2. Acknowledge patient at sign in and complete registration process according to office protocol

3. Confirm that any authorizations or orders are attached to the appointment.

4. Confirm that HAR has been created with correct Guarantor and Insurance Information.

5. Copy any test results/reports from outside HFHS facilities so they can be scanned into EPIC, return originals to patient.

6. Performs all aspects of cash collections according to corporate policies and protocol.

7. Direct patient to seat in lobby and explain that MA will call them back to see the physician.

8. Verify all items on EPIC Checklist. If insurance will not e-verify, you will need to call, fax or use the insurance company’s website to verify active/in-network coverage.

9. Affix labels to forms/paperwork that will need to scanned into EPIC.

10. Place Router on rack and confirm that patient’s status is changed to “ARR” (arrived) in EPIC.


Checking patient out after appointment

1. Greet patient, confirm patient name, bring up patient’s Appointment Desk in EPIC, click “check-out”

2. Review any orders for PT, Ancillary Tests, Bloodwork, etc. Provide instructions to patient regarding follow up.

3. Coordinates DME needs with Hart Medical prior to the patient leaving the Orthopedic Specialists office. Provides specific instructions, booklets, resources, and prescriptions regarding their particular service.

4. Schedule follow up appointment in EPIC.

5. Confirm that patient’s status has changed to “COMP” (completed) on DAR.


1. Two to three (2-3) days before patient’s appointment.

2. Review Clinic Schedule for appropriate date.

3. Confirm that any referrals are still valid and not expired.

4. Validate that patient’s insurance is active via Insurance company website or phone.

End of Day Procedure:

1. Balance cash drawer, post batch and prepare deposit.

2. Review DAR, make sure all appointments have been marked “completed” or “No Show”.

Phone Desk and Front Desk: Validates and confirms eligibility of insurance using online tools and/or contract summary/registration information. Discusses insurance issues and/or requirements to patient and/or family member to ensure appropriate coverage is available

1. Answers routine questions regarding departmental policies and procedures.

2. Responds to inquiries from patients, physicians, employees and other callers/customers.

3. Place, answer, screen and direct telephone calls, providing routine information or taking accurate messages and attaching to appropriate EPIC In-Basket.

4. Process insurance and disability forms and direct them to their proper destination.

5. May complete release of medical record information to other healthcare facilities for continuity of care.

Perform other related duties as required to support the efficient functioning of, Orthopedic Clinic and Henry Ford Wyandotte Hospital. Including but not limited to:

1. Assists department leads or manager with training of new employees.

2. Communicates HFHS compliments/complaints to supervisor/manager for recognition and/or resolution.

3. Reads emails periodically throughout the day and reviews other written sources to keep up to date on all communication/changes within the department.

4. Maintains supply of charts, office supplies, and forms.

5. Sorts and distributes incoming mail.

6. Perform routine clerical functions such as photocopying faxing and filing.

7. Work cooperatively with others to meet team and organizational goals.

8. Promote positive relationships through effective communication.

9. Seek to understand and improve work-related processes.

10. Attend department meetings and in-services.

11. Observe all hospital and department policies.

12. Serve and protect the hospital community by adhering to professional standards, hospital policies and procedures, federal, state and local requirements and Joint Commission or other accreditation standards.


  • High School Diploma required.
  • At least one (1) year progressively more responsible experience in a medical office setting. Registration, verification & scheduling experience preferred.
  • Medical terminology preferred.
  • Excellent customer service skills to effectively greet and communicate (in person and by telephone) with customers and co-workers.
  • Basic computer skills in Word and Excel.
  • Use of standard office equipment (e.g. copy and FAX machines, computers, etc.).
  • Strong organizational skills and ability to work in an environment with multiple interruptions.
  • Willingness to learn new skills needed to perform job.


       Henry Ford Health System, one of the largest and most comprehensive integrated U.S. health

       care systems, is a national leader in clinical care, research and education.  The system includes

       the 1,200-member Henry Ford Medical Group, five hospitals, Health Alliance Plan (a health

       insurance and wellness company), Henry Ford Physician Network, a 150-site ambulatory

       network and many other health-related entities throughout southeast Michigan, providing a

       full continuum of care.  In 2015, Henry Ford provided $299 million in uncompensated care.

       The health system also is a major economic driver in Michigan and employs more than 24,600

       employees.  Henry Ford is a 2011Malcolm Baldrige National Quality Award recipient.  The

       health system is led by President and CEO Wright Lassiter III.  To learn more, visit HenryFord.com.


       Whether it's offering a new medical option, helping you make healthier lifestyle choices or

       making the employee enrollment selection experience easier, it's all about choice.  Henry

       Ford Health System has a new approach for its employee benefits program - My Choice

       Rewards.  My Choice Rewards is a program as diverse as the people it serves.  There are

       dozens of options for all of our employees including compensation, benefits, work/life balance

       and learning - options that enhance your career and add value to your personal life.  As an

       employee you are provided access to Retirement Programs, an Employee Assistance Program

       (Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness

       and access to day care services at Bright Horizons Midtown Detroit, and a whole host of other

       benefits and services.

      Equal Employment Opportunity/Affirmative Action Employer

        Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health System 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.

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