Call Center Representative

Job Title The specific job title is not provided in the raw HTML. Job Description 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 The responsibilities include answering incoming calls, performing outbound calls to patients, referring providers or other medical providers, scheduling patient appointments and procedures in a timely and accurate manner, providing patients with information on necessary preparation or materials and documents needed for the appointment, initiating, routing and following-up on communications with clinicians regarding patient concerns using MiChart InBasket, collecting and updating patient demographics, insurance and authorizations, referring and/or primary care physician information and other pertinent information, requesting and obtaining health records from outside providers to support continuity of care, demonstrating service excellence in answering all calls, maintaining and monitoring fax server, monitoring and managing Referral Work Queue, demonstrating excellent interpersonal and communication skills, striving to meet UMHS call center key performance indicators, efficiently performing general office duties, including faxing, imaging documents, etc, and other duties as assigned. Required Qualifications The required qualifications include a high school diploma or equivalent, 2-3 years of experience in a customer service environment, adherence to a high standard of personal and professional conduct, excellent written and oral communication skills, the ability to interact with a diverse population, being an active team player with the ability to work independently, strong organization and prioritization skills, adherence to high standards of teamwork by demonstrating adaptability, flexibility, and consistently sharing information and resources with others, the ability to multi-task in a fast-paced environment, and proficiency in Microsoft Word and Excel. Desired Qualifications The desired qualifications include an associate'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 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. Work Schedule Days: Monday - Saturday, Hours: Varied shifts between 7:30am-7:30pm. The above is subject to change based on business needs. Work Locations Michigan 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 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. 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 Statement The 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.