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Summary

GENERAL PURPOSE

Healthcare organizations have a responsibility to ensure the privacy of protected health information (PHI). Advocacy for patient-centered care by facilitating understandable, timely health information is a means to empower patients in their healthcare.  The “MyUofMHealth” HIE Support Specialist provides the highest standards of customer service and operational support by applying individual expertise for all HIE activity while ensuring compliance with Michigan Medicine policies, state/federal laws, and regulations.

Mission Statement

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally.  Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Why Join Michigan Medicine?

Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world’s most distinguished academic health systems.  In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.

What Benefits can you Look Forward to?

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

Responsibilities*

BASIC FUNCTION AND RESPONSIBILITY

• Provide high-quality (telephone call center) help desk service and operational support to providers, clinicians, and patients / families utilizing the MyUofMHealth Patient Portal, Provider Portal, E-CE, Epic Direct Messaging, and other applications related to the Health Information Exchange initiatives by applying a broad knowledge of federal and state regulations, health system policy and unit standards.  
• Respond to access requests to the HIE applications while ensuring compliance with federal and state privacy laws, authorizations, the release of information practices, and medical record documentation principles.   
• Notify management of errors and potential problems and provide appropriate follow-up.  Maintain confidentiality in all aspects of the job.
• Participate in the development and maintenance of Patient Portal policies and operating procedures, according to regulations governing the release of electronic PHI in collaboration with peers and leadership.

Charastic Duties and Responsibilities

OPERATIONS

• Serve as first point of contact for all patients, customers, and external providers seeking assistance for use, navigation, or enrollment in MyUofMHealth Patient Portal or ECL Provider Portal via help desk (telephone call center), email, and fax.
• Respond to and prioritize patient requests for MyUofMHealth portal activation received via In Basket message and online requests from any University of Michigan Health patients (Michigan Medicine, University Health Services, and Victors Care).
• Revoke Patient Portal accounts utilizing deactivation activity within MiChart as requested by clinical providers, the Office of Clinical Safety, or as dictated by UMH policy in compliance with federal and state regulations and health system policy.
• Facilitate requests for adult-to-child, adult-to-adult, and adult-to-incapacitated adult proxy access to the MyUofMHealth patient portal, while ensuring compliance with Michigan Medicine policies, federal and state laws, and regulations.
• Assist with the investigation of potential privacy violations and create reports regarding any patient issues or privacy violations to HIE Support Team Lead, Supervisor, or Senior Manager as directed and assigned.
• Facilitate requests for access and updates to ECL EpicCare Link Provider Portal in compliance with unit standards and UMH policy.
• Assist with testing proposed upgrade features as needed for MyUofMHealth Patient Portal, ECL Provider Portal, and HIEs.
• Monitor and respond to Epic Direct Messaging according to unit standards and in compliance with UMH policy.
• Work under fast-paced circumstances to meet deadlines and agreed service levels.
• Communicate with unit leadership regarding processes and procedures.
• Demonstrate an understanding of University, departmental, and unit policies and procedures and seek clarification as needed.
• Assure compliance with safety programs. 
• Maintain currency and competence with work processes, tools, and clinical and administrative applications necessary to perform job functions.
• Meet or exceed the departmental/unit quality and productivity standards for work performance. 
• Demonstrate initiative through the continuous expansion of knowledge and skills.
• Participate in departmental/unit activities including, but not limited to, staff meetings and in-services.        
• Perform other duties as assigned to maintain the efficiency of the department.
• Flexibility within schedule to cover operations up to and including 7 am-7 pm weekdays and weekend day coverage between 8 am-1 pm as needed and assigned.

CUSTOMER SERVICE

• Assist clinical staff with enrolling patients or family members appropriate access to MyUofMHealth Patient Portal.
• Assist external providers and auditors in the access process at Michigan Medicine.
• Provide help desk/support functions to patient and provider portal users. For example, login assistance, lost activation codes, account recovery including resetting passwords, and general guidance on how to use and navigate MyUofMHealth and Provider Portal, virtual health including video visits, general functions and methods of access; support including ability and knowledge to provide general technical support to end users verbally by telephone.
• Communicate effectively with internal and external customers to accomplish organizational goals related to the MyUofMHealth patient portal, patient care, and customer service. 
• Educate faculty, staff, patients, and the public on the benefits of using MyUofMHealth, how to navigate the website, and the privacy and security aspects of the portal.
• Escalate patient or external provider concerns to HIE Support Team Lead, Supervisor, or Senior Manager as appropriate.
• Provide direct support to Turner Senior Center partners assisting patients with enrollment, use, and navigation of the MyUofMHealth Patient Portal. This may require on-site support at the Turner Senior Center.
• Utilize tracking systems and maintain data about ongoing activities to ensure the completion and escalation of problems promptly.

PROBLEM SOLVING

• Demonstrate consistent use of Lean methodology for problem analysis and improvement.
• Participate in quality improvement efforts related to the external provider and auditor access processes.
• Participate in process improvement and redesign to improve customer satisfaction, reduce costs, or meet departmental and institutional goals and objectives.
• Identify issues and make recommendations for resolution and improvement.
• Continually evaluate the effectiveness of communications and enrollment processes and submit recommendations for improvement to team and unit leadership.

Skills You Have

SKILL SET

• Communication: Exceptional interpersonal skills are required in verbal and written communications with diverse customers, peers, and colleagues.
• Attention to Detail:  Achieves thoroughness and accuracy when accomplishing a task.
• Data Management:  Acquires, validates, and processes data, so its accessibility, reliability, and timeliness are ensured to satisfy the needs of end users.
• Analysis:  Analytical skills with the ability to visualize, articulate, and solve complex problems and concepts and make decisions based on available information.  Ability to analyze detailed information to determine appropriate compliance with privacy and security rules. 
• Critical Thinking:  Gathers and integrates critical information to arrive at effective solutions.
• Decision Making:  Makes timely, informed decisions that take into account the facts, goals, constraints, and risks.
• Independence: Ability to work independently in an ever-changing and potentially stressful environment while maintaining confidentiality at all times.
• Teamwork: Adhere to high standards of teamwork by demonstrating adaptability, flexibility, and consistently sharing information and resources with others.

Required Qualifications*

• Bachelor's Degree and reasonable professional experience is normally required
• Two years’ experience in healthcare information technology, healthcare analytics, health information management, or a similar position, including an equivalent customer support position.
• One year in a support or help desk position that includes a high volume of telephone assistance (e.g., call center, help desk, customer service) is required.
• Knowledge of standard medical terminology is required.
• Knowledge of requirements related to adherence to patient confidentiality and privacy policies is required.
• Demonstrated strong interpersonal communication skills and independent problem-solving to meet the ongoing needs of clients (clinical staff and patients) is required.
• Strong public speaking skills and the ability to facilitate virtual training sessions for the public are required.
• Proficiency using Microsoft Office for work tasks is required.
• Attention to detail and demonstrated data management skills are required.
• Ability to work independently or in a team with minimal supervision is required.
• Experience using UMH / Michigan Medicine information systems/applications (e.g., MiChart) or similar electronic medical record applications is required.

Desired Qualifications*

• Registered Health Information Technician (RHIT) certification desired (and Maintenance of certification required as applicable).
• American Health Information Management Association membership is desired.
• Experience with Epic MyChart desired.

Additional Information

PHYSICAL REQUIREMENTS

• Ability to sit (or stand) at a computer workstation for up to four (4) hours
• Ability to answer telephone calls using an institution-approved headset or device
• Ability to read computer screens to perform tasks

Background Screening

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

Application Deadline

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.

U-M COVID-19 Vaccination Policy

COVID-19 vaccinations, including one booster when eligible, are required for all University of Michigan students, faculty and staff across all campuses, including Michigan Medicine.  This includes those working remotely and temporary workers.   More information on this new policy is available on the U-M Health Response website or the UM-Dearborn and UM-Flint websites.