Call Center Representative

Job TitleJob DescriptionMission StatementMichigan 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.ResponsibilitiesAnswer incoming calls.Perform outbound calls to patients, referring providers or other medical providers.Schedule patient appointments and procedures in a timely and accurate manner.Provide patients with information on necessary preparation or materials and documents needed for the appointment.Initiate, route and follow-up on communications with clinicians regarding patient concerns using MiChart InBasket.Collect and update patient demographics, insurance and authorizations, referring and/or primary care. physician information and other pertinent information.Request and obtain health records from outside providers to support continuity of care.Demonstrate service excellence in answering all calls.Ability to spell correctly and use proper grammar.Maintain and monitor fax server.Monitor and manage Referral Work Queue.Demonstrate excellent interpersonal and communication skills (e.g. ability to provide and receive constructive feedback, seeks constructive approaches to resolving workplace issues).Strive to meet UMHS call center key performance indicators.Efficiently perform general office duties, including faxing, imaging documents, etc.Other duties as assignedRequired QualificationsHigh School diploma or equivalent.2-3 years of experience in a customer service environment.Must adhere to a high standard of personal and professional conduct.Demonstrate excellent written and oral communication skills.Must demonstrate the 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.Adhere to high standards of teamwork by demonstrating adaptability, flexibility, and consistently sharing information and resources with others.Demonstrates the ability to multi-task in a fast-paced environment.Proficient in Microsoft Word and Excel.Desired QualificationsAssociate's degree in the healthcare industry.3-5 years' experience in a Customer Service environment.Experience working in a complex health care setting, scheduling patient appointments.Basic knowledge of medical terminology.Familiarity with MiChart.Knowledge of University policies and procedures.Excellent attendance record and punctuality.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 day2:1 Match on retirement savingsModes of WorkPositions 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.Work ScheduleDays: Monday - SaturdayHours: Varied shifts between 7:30am-7:30pmCandidates must have the ability to work a minimum of 20 hours per week during high-demand coverage periods.Availability on Mondays and Tuesdays is highly desired; however, schedules will be assigned based on operational needs and may vary.The above is subject to change based on operational needs.Work LocationsMichigan Medicine's North Campus in Ann Arbor, MI. This position may be eligible to work from office and home (hybrid) once training is complete and performance metrics are met and able to be maintained.Union AffiliationThis 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 ScreeningMichigan 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 DeadlineJob 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 StatementThe University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.