Call Center Representative Senior

How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Summary

Provides customer service to patients and referring providers, through the facilitation of various call center functions including phone triage, maintenance of clinic schedules and appointments and health record management. Responds to a high volume of telephone inquiries following Michigan Medicine and departmental scripts and procedures. Role held by an experienced staff member. Provides work coordination and serves as a subject matter expert in the call center. Coordinates the work of others and is the lead of a group of three or more Call Center Representatives. Can only get to this level if there is a need in the call center.

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*

• Responsible for the coordination of daily activities for other call center staff to ensure optimal flow of appointment scheduling and other call center functions including the running of reports.
• Responsible for the coordination of daily functional supervision for the call center team.
• Responsible for interpretation and instruction for policies, procedures, and practices.
• Responsible for in-service training and acts as preceptor and coaches other call center staff. Performs administrative duties that support the call center and management that may include staff schedules, process improvement, change implementation and evaluation preparation. Utilizes subject matter expertise in the completion of call center functions, including detailed scheduling assistance associated with new patients and/or scheduling patients across many locations, departments, or specialties.
• Responsible for report generation as needed.
• May lead team huddles
• Promotes and facilitates positive communication with the entire health care team.
• Demonstrates customer excellence in answering incoming phones and retrieval of voicemail messages.
• Schedules patient appointments and procedures in a timely and accurate manner and informs patients of any necessary preparation in accordance with established guidelines.
• Gathers and verifies patient demographics, insurance, and authorizations, referring and/or primary care physician information and other pertinent information, as appropriate.
• Initiates, routes and follows-up on correspondence with clinicians regarding patient information, including efficient use of the electronic health record system in-boxes
• Requests and obtains accurate and timely health records from outside providers to support continuity of care
• Prepares patient itineraries, assembles, and mails patient information packets.
• Efficiently performs general office duties, including faxing, imaging documents, mail sorting and delivery.
• Additional duties as assigned.

Required Qualifications*

• High School diploma or GED
• 5+ years of experience, including considerable customer service experience
• Mastery of ambulatory scheduling workflows
• At least 6 months to 2 years work experience in a high volume contact center
• Experience with training in Ambulatory Care workflows
• Adheres 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
• 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
• Advanced clerical skills including proper telephone technique, typing, computer and data entry skills, as well as advanced knowledge of MS Word and Excel
• Demonstrates active listening, written, verbal and information technology skills
• Exceptional interpersonal skills and ability to work well within a team setting
• Possesses strong organization and prioritization skills; ability to handle multiple responsibilities in a fast-paced environment and demonstrated problem solving skills

Desired Qualifications*

• Associates Degree in business, health administration or related field and/or equivalent combination of experience and education
• Proficient communication skills and results orientated leadership approach desired
• 1 year experience working in a Michigan Medicine Ambulatory Care Division
• Basic medical terminology (may be tested)
• Patient account and /or insurance verification experience
• Familiarity with EPIC (electronic medical record) is preferred
• Knowledge of Michigan Medicine policies and procedures are preferred

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.

Job Opening ID

244467

Working Title

Call Center Representative Senior

Job Title

Call Center Rep Senior

Work Location

Michigan Medicine - Ann Arbor

Ann Arbor, MI

Full/Part Time

Full-Time

Regular/Temporary

Regular

FLSA Status

Nonexempt

Organizational Group

Um Hospital

Department

MM Contact Center-Ophthalmolog

Posting Begin/End Date

1/25/2024 - 2/01/2024

Career Interest

Administration