Call Center Representative

Summary

Call Center Representative will be responsible for handling inbound and outbound calls. The representatives will be responsible for answering questions, scheduling appointments and surgeries, assisting multiple Michigan Medicine medical departments as needed.

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.

Responsibilities*

• Provide top notch customer service through an inbound/outbound Call Center environment. Demonstrate customer service excellence in answering incoming phones and retrieval of voicemail messages.

• Schedule patient appointments and procedures in a timely and accurate manner while informing, and inform patients of any necessary preparation needs in accordance with established guidelines.

• Gather and verify patient information demographics, insurance information and authorizations, referring and/or primary care physician information and other pertinent information as appropriate.

• Initiate, route, and follow-up on correspondences with clinicians regarding patient information. May include utilizing including efficient use of the electronic health record system in-boxes.

• Request and obtain accurate and timely health records from outside providers to support continuity of care.

• Prepare patient itineraries and assemble and mail patient information packets.

• Efficiently perform general office duties, including faxing, imaging documents, mail sorting and delivery.

• Other duties as assigned.

Required Qualifications*

• High School diploma or equivalent.

• Must adhere to a high standard of personal and professional conduct; possess excellent customer service, interpersonal, and written and oral communication skills; and demonstrated ability to interact with a diverse population.

• Must be an active team player with the ability to work independently; possess strong organization and prioritization skills; ability to handle multiple responsibilities in a fast paced environment, and demonstrated problem solving skills.

• Reasonable clerical experience, including familiarity with MS Word and Excel.

Associate:

• High School diploma or GED.
• 0 – 2 years of experience, including some customer service experience preferred.

Intermediate:

• High School diploma or GED.
• 2 – 3 years of experience, including reasonable customer service experience.

Desired Qualifications*

What will make you stand out:

• Experience in scheduling medical patients or medical receptionist experience

• Reasonable knowledge of health system and department policies, procedures and regulations.

• Previous Call Center experience

• Experience working in a medical clinics

Work Schedule

The shift will be determined by the unit leader but hours will range between 7:30am – 7pm Monday – Saturday.

Work Locations

Each representative will become eligible to work remotely following a series of mandatory Michigan Medicine training. Each representative will agree to adhere to all Michigan Medicine’s virtual office policies.

Underfill Statement

This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.

Additional Information

If you were referred to this position by a current Michigan Medicine employee, please be sure to list their name and employee ID on the application in the Referrals section. Where it asks for “Specific Referral Source”, please enter the correctly spelled name of the employee, along with their UMID (employee ID number)

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.

U-M EEO/AA Statement

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