Call Center Rep Senior

Job Title

Customer Service Representative

Job 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. Required to float between various contact center divisions as needed.

Responsibilities

• Contributes to the overall success of the access center which could include filling scheduling openings via referral work queues, recall lists, waitlists, etc.
• 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 establish guidelines
• Gathers and verifies patient demographics, insurance, authorizations, as well as 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 us of the electronic health record system in-boxes
• Requests and obtains accurate and timely health record from outside providers to support continuity of care
• Prepares patient itineraries, assembles and mails patient information packets
• Efficiently performs general office duties to include 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
• Flexible and innovative
• At least 6 months to 2 years of work experience in a high-volume contact center
• Experience with training Ambulatory Care workflows
• Adheres to a high standard of personal and professional conduct; possess excellent customer service, interpersonal, written and verbal communication skills, and demonstrated ability to interact with a diverse population
• Be an active team player with the ability to work independently
• 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
• Possess 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 the 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

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 worlds 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

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Union Affiliation

This position is covered under the collective bargaining agreement between the U-M and the Service Employees International Union (SEIU), which contains and settles all matters with respect to wages, benefits, hours, and other terms and conditions of employment.

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.

In addition to the screenings indicated above under Michigan law, a criminal history check, to include fingerprinting (for any position in the Psychiatry division), is required as a condition of transfer or hire for any position in Michigan Medicine.

U-M EEO Statement

The University of Michigan is an equal employment opportunity employer.