Customer Help Desk Tech Assoc

Summary

Join our team as a Virtual Care Help Desk Technician, where you'll play a pivotal role in optimizing patient experiences through proactive outreach and comprehensive support. This position involves managing various aspects of virtual care, from patient engagement to technical troubleshooting. If you're passionate about improving patient care through virtual means and thrive in a dynamic, collaborative environment, we invite you to apply and be an integral part of our Virtual Care team.

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*

• Manage referral work queue, prioritizing patients for proactive outreach.
• Initiate outbound calls to patients, assessing their readiness for virtual care and ensuring a seamless setup for successful virtual visits.
• Schedule and facilitate practice video visits with patients using the MyUofMHealth patient portal.
• Address "how to" inquiries and provide comprehensive information to patients.
• Offer effective troubleshooting and deliver clear technical instructions over the phone.
• Conduct timely follow-up calls to patients and their families.
• Efficiently manage inbound calls, ensuring prompt and effective resolution of customer inquiries and concerns.
• Collaborate with physicians and clinic staff, providing insights on patients' readiness for successful participation in virtual visits.
• Support faculty and staff by providing training on video visits and helping with troubleshooting.
• Guide patients through the onboarding process for various monitoring devices, including tablets, thermometers, O2/pulse oximeters, blood pressure monitors, weight scales (standard & bariatric), and glucometers.
• Provide comprehensive support for Connected Care at Home, including In Basket Alert triage, procurement of blood pressure cuffs, tech support, and re-enrollment of patients who have opted out of text communication.
• Collect accurate and complete data for documentation of customer interactions.
• Gather precise and comprehensive data to document customer interactions accurately.
• Other duties as assigned.

Required Qualifications*

To be considered for this position the applicant must have met or will have met all the required qualifications before the start date of employment.

• High School Diploma or GED and 2 or more years of customer service experience.
• Clerical experience is necessary, preferably in a medical setting.
• Demonstration of excellent customer service telephone skills.
• Exhibit a professional and positive image when interacting with patients over the telephone and/or video.
• Demonstrate an ability to interact with diverse population.
• Knowledge of mainstream mobile device platforms.
• Basic experience with e-mail systems.
• Excellent problem-solving and analytical skills.
• Excellent attendance.
• Ability to work independently in an ever-changing environment.
• Ability to sit for extended periods as this is a sedentary position.
• Exceptional interpersonal skills and the ability to work within a team setting.
• Demonstrates active listening, written, verbal, and information technology skills.

Desired Qualifications*

• Associate degree
• Experience in a call center environment.
• Experience in a healthcare setting.
• Experience using Epic MyChart, Zoom, and MyUofMHealth patient portal.
• Familiarity with health monitoring devices and technologies.
• Knowledge of basic medical terminology.
• Ability to work in a self-directed manner while interacting with patients, health system faculty, and staff.

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.