Henry Ford Health

Plan, implement, and evaluate educational and quality improvement activities on the nursing unit while providing clinical patient care. | Bachelor of Science in Nursing, current Michigan RN licensure, healthcare provider certification, and clinical experience in nursing. | At Henry Ford Hospital, all nurses strive to provide exceptional patient care every day. They are encouraged to participate in quality assurance activities, research and shared governance to make a difference in the care given to patients and families. Henry Ford Nursing uses evidence-based practice, professional practice standards and the Henry Ford Hospital Professional Nurse Practice Model to drive nursing practice. Thank you for your interest in Henry Ford Health! • Under the direction of the Nurse Manager and collaboration with the Clinical Nurse Specialist and Nursing Development Educators, plans, implements and evaluates educational and quality improvement activities on the nursing unit. • Role-models excellence in patient care through clinical practice, continuous quality improvement and integration of new nursing knowledge into practice. Adheres to all standards of nursing care and standards within the job description. Position: 36 hours per week • Shift: Afternoon 12 Hour Shifts Every other weekend and Holiday Rotations • Benefits: Full time benefit package • INTERNAL CANDIDATES MUST APPLY WITH INTERNAL PROFILE Education And Experience • Bachelor of Science in Nursing (BSN) required. • Current Michigan RN licensure required. • Equivalent of four years clinical experience with defined patient population preferred. • Demonstrates interest and ability to teach patients, families and co-workers. • Demonstrates leadership, good communication skills, problem solving and organizational skills, flexibility, self-directiveness and initiative required. • Health care provider certification (BCLS) required. Additional Information • Organization: Henry Ford Hospital - Detroit Main Campus • Department: Emergency Rm Nursing Staff • Shift: Evening Job • Union Code: Not Applicable

Coordinate and support pharmacy operational pilots and projects across multiple teams, ensuring timelines, communication, and deliverables are met. | Associate's degree or equivalent with 3-7 years relevant progressively responsible experience in business or secretarial field, plus proficiency in Microsoft Office. | GENERAL SUMMARY: This Special Project Coordinator position will directly support Henry Ford Health High Value Pharmacy Enterprise (HVPE) centralized operations and agile pod work. The person in this job will help drive day-to-day progress on priority operational pilots and standard work that are critical to system level pharmacy performance. This position will partner closely with Centralized Pharmacy Services Center leadership and program owners across ambulatory, mail, specialty, refill support, call center, and centralized compliance packaging. The Project Manager will coordinate work across multiple locations and teams and help ensure that timelines, communication, accountability and deliverables are clear and met. This is a pharmacy technician track role. Internal candidates with pharmacy technician background, pharmacy operations experience, pharmacy coordinator experience, or other relevant operational experience are strongly encouraged to apply. A pharmacist license is not required. Primary Responsibilities Specific To This Posting In addition to the Special Project Coordinator responsibilities listed above, this role will be accountable for: • Supporting the build out and ongoing operations of centralized call center and other shared services that support multiple care settings. • Coordinating HPOD pilot work. This includes helping to stand up agile pod teams, tracking deliverables, updating status of projects and removing operational barriers so that the accountable leader can move work forward. • Creating and maintaining simple project trackers, action logs, and communication summaries so that operational leaders have real time visibility to progress, risks, and next steps. • Scheduling, preparing, and facilitating routine touchpoints between workstream owners when multiple departments are involved. This includes capturing decisions, owners, due dates and follow up items. • Supporting creation and sustainment of standard work including documenting current state, capturing agreed future state, and ensuring that final process documents are stored and communicated. • Escalating gaps in execution and barriers to the appropriate leader quickly and clearly. EDUCATION/EXPERIENCE REQUIRED: Associate's Degree in business or a secretarial field from a business school or college in order to compose and prepare a variety of confidential reports, tables, memorandums, etc., and a minimum of three to five years progressively more responsible related work experience necessary to gain in-depth understanding of organizational policies, procedures, and operations in order to assume a variety of high-level administrative details. OR G.E.D. equivalent and post-high school classes in business or a secretarial field: from a business school or college to compose and prepare a variety of confidential reports, tables, memorandums, etc. and a minimum of five to seven (5-7) years progressively more responsible related work experience necessary to gain in-depth understanding of organizational policies, procedures, and operations to assume a variety of high-level administrative details. Computer software, i.e., Microsoft Office- Word, Excel, Power Point, Access skills are also required. Additional Information • Organization: Community Care Services • Department: Ambulatory Pharmacy Services • Shift: Day Job • Union Code: Not Applicable

Monitor and assess call center staff performance, conduct quality audits, provide coaching and training, compile reports, and support continuous improvement efforts. | Requires 8 years call center experience including 2 years as lead in regulated industry, 2 years customer service, 1 year quality auditing, coaching skills, and knowledge of healthcare systems. | General Summary Under general supervision, utilizes quality management tools to provide support and directly monitor and assess processes and workflows to ensure staff maintain both quality and production measures. Provides ongoing reporting and feedback to Customer Service management regarding staff performance. Measures and implements efforts to maintain or increase the quality of work performed within Customer Service. Conducts random audits and quality checks to ensure member inquiries are handled professionally and processed in an appropriate manner. Coordinates and facilitates calibration sessions. Facilitates training for new hires and current staff regarding the audit process and departmental quality expectations. monitors contacts and cases as outlined in the department Quality Policy and Procedure Manual. The Quality Assurance Analyst must compile monitored data and participate in the coaching, training, and development of the department's agents. Must have a clear and working understanding of any Service Level Agreement and overall quality standards. The Quality Assurance Analyst must have the skills to interact with various levels of leadership, including strong customer service, conflict resolution, active listening, analytical, writing and computer skills. The Analyst must have the ability to compile reports and effectively communicate the resulting analysis to the management team. Principle Duties And Responsibilities • Performs call monitoring (recorded and live) to ensure Customer Service specialists comply with the rules and regulations of the organization as well as CMS requirements. • Monitors advocates using quality monitoring tools to ensure agents comply with all rules, regulations, and standards for departmental Customer Service standards. • Provides coaching, just-in time feedback and oversight for employees and/or in collaboration with leaders based upon individual performance needs identified through quality audit trends and data collection. • Compiles monitored data for use in monthly department-wide reports, team reports and advocate scorecards. • Assists with the implementation of new and on-going training initiatives. Evaluates and monitors new staff while in training, assisting with handling calls in the most effective and efficient manner while ensuring the level of customer service is not negatively impacted. • Maintains knowledge of changes to protocols, procedures, and government, HIPAA, or legal compliance requirements. • Collaborates with suppliers of data and management team to understand, calibrate, and improve the accuracy of quality monitoring information and tools. • Maintains knowledge of trends in Quality Monitoring tool. Develops and implements additional programs using technology to support those efforts. • Reviews processes to identify systemic issues and partner with process owners to improve service. Participates in continuous improvement workshops and other forums aligned with quality assurance and improvement. • Utilizes the quality monitoring technological system to compile and track performance at team and individual levels. • Reviews and assesses all performance reporting data and identifies gaps in required reporting. Prepares and analyzes internal and external quality reports for leadership review. • Acts as a liaison between support departments and the Training team regarding performance related issues, keeping open communication to identify additional support or training needs. • Randomly monitors mystery shop inquiries (both written and verbal), and reports feedback to leadership regarding individual, sectional and departmental performance. • Performs other related duties as assigned. Education/Experience Required • Associate degree with a major in Business Administration or related field. • Related and relevant experience may be considered in lieu of academic requirements. • Related experience is defined as eight (8) years of experience in a call center with a minimum of two (2) years as a lead worker within an insurance, healthcare or government regulated industry. • Two (2) years of experience in call center customer service. • One (1) year of experience conducting quality/performance/evaluation audits. • Experience providing coaching, feedback, and facilitating training. • Experience implementing process change, data analysis, and trend reporting. • Experience in research and quality improvement. • Successfully complete all assigned Epic assigned courses within two (2) months of hire. • Successfully complete all assigned Customer Service Representative New Hire inter-departmental training within two (2) months of hire. • Excellent documentation skills. Excellent verbal and written communication skills. Self-directed and self-motivated. Strong interpersonal skills and discretion. Organizational and time management skills. • Problem solving and decision-making ability. Strong understanding of the Henry Ford Health healthcare delivery system. • Understanding of the functions of support departments requiring frequent interaction with Client Services. Additional Information • Organization: Corporate Services • Department: Ascension Ambulatory Ops • Shift: Day Job • Union Code: Not Applicable

Lead and oversee system-wide payer audit functions, manage audit teams, develop audit strategies, and collaborate across departments to optimize revenue cycle and reduce financial risk. | Bachelor's degree (Master's preferred), 7+ years leadership in payer audit or revenue cycle, healthcare credentials (RN, RHIA, RHIT, CCS) preferred, strong knowledge of payer policies and Epic systems. | As the Director of Payer Audit – Revenue Cycle, you’ll lead a high-performing, system-wide audit team and set the strategy for pre- and post-payment audit processes. This is more than managing denials—it’s about driving payer behavior change, leveraging data to influence outcomes, and reducing financial risk across a $7B+ health system. If you’re a proven leader with deep expertise in payer audits and a passion for collaboration, innovation, and results, this is your opportunity to make a lasting impact. The System Director of Payer Audit provides strategic and operational leadership for all payer audit functions across the health system. This role is responsible for overseeing pre- and post-payment audit processes, managing denials and appeals, and driving payer behavior change through data-driven insights and cross-functional collaboration. The Director will lead a centralized team of audit professionals, including RNs, coders, and administrative staff. They will work closely with clinical, compliance, and revenue cycle leaders to ensure audit integrity, optimize reimbursement, and reduce financial risk. ESSENTIAL DUTIES AND RESPONSIBILITIES Strategic Oversight & Leadership • Lead the system-wide payer audit function, ensuring alignment with organizational goals and revenue cycle strategies. • Develop and implement a centralized audit model to streamline intake, triage, appeal, and follow-up processes. • Collaborate with stakeholders to identify audit trends, root causes of denials, and opportunities for payer negotiation and contract improvement. Operational Management • Oversee the intake and processing of medical record audit requests, ensuring timely and accurate responses to payers and auditors. • Direct the development of appeal strategies and ensure high-quality, evidence-based appeal letters are submitted. • Monitor audit volumes, cycle times, and outcomes to drive continuous improvement and resource optimization. Team Development & Supervision • Manage a multidisciplinary team including audit managers, RNs, coders, and support staff. • Define role-based workflows and skillset alignment to ensure efficient case routing and resolution. • Foster a culture of accountability, innovation, and professional growth. Data Analytics & Reporting • Utilize Epic Correspondence Records and other tools to track audit lifecycle stages and outcomes. • Provide regular reporting to executive leadership on audit trends, financial impact, and team performance. • Partner with IT and analytics teams to enhance audit tracking and predictive modeling capabilities. Compliance & Collaboration • Ensure compliance with payer policies, CMS guidelines, and internal documentation standards. • Serve as a liaison to legal, compliance, and contracting teams on audit-related matters. • Represent the organization in payer discussions and external audit forums. EDUCATION/EXPERIENCE REQUIRED • Bachelor’s degree in Nursing, Health Information Management, Business, or related field required; Master’s Preferred. • RN, RHIA, RHIT, or CCS credential preferred. • Minimum 7 years of progressive leadership experience in payer audit, revenue cycle, or clinical documentation improvement. • Demonstrated success in managing large teams and complex audit workflows. • Strong knowledge of payer policies, CMS regulations, and Epic systems. • Excellent communication, negotiation, and analytical skills. Additional Details This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above. Overview Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers. Benefits The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits. Equal Employment Opportunity/Affirmative Action Employer Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health 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.

Manage nursing staff scheduling, maintain staffing records, communicate staffing needs, prepare reports, and support staffing office operations. | High school diploma or GED, 1-3 years healthcare staffing or scheduling experience, knowledge of nursing staff patterns preferred, proficiency in Microsoft Office, and strong organizational and customer service skills. | General Summary To perform clerical duties associated with the staffing and scheduling of all nursing personnel in accordance with standard operating procedures. Principal Duties And Responsibilities • Monitors staffing needs on a shift-by-shift basis and assists with obtaining necessary resources to support the units by contacting central staffing RNs. Performs identified daily operations to use for deployment of central staffing RNs. • Responsible for all aspects of the scheduling system. Responsible for the upkeep and accuracy of the changes. • Assigns professional and support staff to nursing units in accordance with established staffing models. • Inform appropriate personnel of staffing problems and assist with making adjustments to overall schedule. • Record call-ins or overtime worked by personnel into electronic scheduling system to ensure accurate distribution of hours. • Obtain necessary personnel to fill in for absent employees by assigning SRP personnel and reassigning other personnel. • Maintain all records, logs, and files concerning staffing activities and prepare special and routine reports • Performs general duties within staffing office, relaying messages, logging call-ins, assisting customers, answering telephones, calling staff for additional shifts and canceling shifts as needed in the most cost effective manner. • Prepare and analyze statistical reports including the development of new reports. • Prepares and distributes reports in a timely and accurate manner • Print and maintain staffing worksheets. • Perform other related duties as required. • Provide new employees with information regarding hospital and department policies and procedures. • Attend required meetings, in-services and educational programs. • Assist with maintaining personnel data in the electronic database. • Provides information and monitoring of budget for manger review. Education/Experience Required • High School diploma or G.E.D. equivalent is required. • One to three years of related staffing, scheduling or healthcare business experience required. • Basic knowledge of nursing positions and understanding basic nursing staff patterns is strongly preferred. • Previous experience with automated staffing and scheduling software preferred. • Experience in Microsoft Office (Word, Excel and Outlook) required. • Basic computer data entry skills with report development knowledge required. • Must be highly organized and thrive in a high pace setting while meeting multiple deadlines. • Excellent customer service skills. Additional Information • Organization: Henry Ford Hospital - Detroit Main Campus • Department: Patient Care Staffing Services • Shift: Day Job • Union Code: Not Applicable