Call Center Rep Inter

University of Michigan; Ann Arbor (MI); Hybrid; USD 36,000 - 52,000; Full time

Benefits offered by this job

Paid time off

Retirement matching

Health insurance

Life insurance

Work-life programs

Flexible spending accounts

Job summary

The University of Michigan School of Dentistry in Ann Arbor is seeking a patient service professional to handle a high volume of inbound/outbound calls, schedule appointments, verify patient information, and support continuity of care. You will coordinate with clinical and administrative staff and maintain detailed documentation.

Responsibilities include training peers, following procedures, and managing patient itineraries while upholding HIPM compliance and confidentiality throughout all

Qualifications

• Graduation from high school or an equivalent combination of education and experience.
• 2 - 3 years of experience.

Responsibilities

• Manages a high volume of inbound calls related to appointments, services, billing, insurance, and general inquiries.
• Performs outbound calls to patients, referring providers, or other medical providers.
• Schedule, reschedule, or cancel patient appointments using electronic scheduling systems.
• Verifies and update patient demographic and insurance information during calls.
• Requests and obtain health records from outside providers to support continuity of care.
• Provides accurate information about clinical locations, hours of operation, and services offered.
• Routes calls and messages to appropriate clinical or administrative staff when needed.
• Documents call interactions accurately and thoroughly.
• May assist in work coordination for other call center staff.
• Provides service training to other call center staff.
• Follow standard operating procedures and meet performance metrics (e.g., call handling time, accuracy).
• Prepares and mails patient itineraries.
• Performs general office duties, including faxing, imaging documents, mail sorting, and delivery.
• Maintain confidentiality and comply with HIPM regulations in all communications.

Skills

Clear communication

Basic computer skills

Multitasking

Diversity communications

Patient confidentiality

Attention to detail

Reliability

Initiative

Professionalism

Education

High school diploma

Tools

Michigan Medicine EMR

Job description

Mission Statement

Mission Statement of the University of Michigan School of Dentistry:

Enhancing health through education, service, advocacy, research, and discovery.

Vision

As a global leader in integrated health, we drive innovation through groundbreaking research and transformative education, preparing future-ready leaders to deliver equitable, exceptional care and advance the dental profession.

Core Values

• Compassion: We approach each interaction with collegiality, empathy, and professionalism, recognizing the unique contributions of each individual.
• Leadership: We empower each person to lead and contribute to our shared goals.
• Excellence: We uphold high standards and drive progress in healthcare.
• Responsibility: We promote integrity, professionalism, and accountability to ensure ethical decision-making.
• Trust: We commit to an honest, transparent environment that fosters healthy relationships.
• Creativity: We approach problems with bold thinking by crafting innovative solutions that benefit our community.
• Belonging: We embrace and celebrate our diverse community by fostering a sense of inclusion and belonging.

Job Summary

The University of Michigan School of Dentistry, founded in 1875 in Ann Arbor, is a top-ranked, world-renowned institution for dental education, research, and clinical care. It consistently ranks among the top dental schools globally, offering DDS, dental hygiene, and advanced graduate programs, including a unique program for internationally trained dentists. Provides proficient, independent support as a primary point of contact for patients, providers, and staff by managing a high volume of inbound and outbound calls related to appointments, billing, insurance, and general inquiries. Performs accurate appointment scheduling, patient information verification, and medical record coordination while ensuring thorough documentation of all interactions. Serves as a resource to peers through work coordination and service training, assists with complex inquiries, and performs administrative duties in accordance with HIPM requirements, standard operating procedures, and established performance metrics.

Please Note

• Visa sponsorship is not available for this position.

Responsibilities*

• Manages a high volume of inbound calls related to appointments, services, billing, insurance, and general inquiries
• Performs outbound calls to patients, referring providers, or other medical providers.
• Schedule, reschedule, or cancel patient appointments using electronic scheduling systems.
• Verifies and update patient demographic and insurance information during calls.
• Requests and obtain health records from outside providers to support continuity of care.
• Provides accurate information about clinical locations, hours of operation, and services offered.
• Routes calls and messages to appropriate clinical or administrative staff when needed.
• Documents call interactions accurately and thoroughly.
• May assist in work coordination for other call center staff.
• Provides service training to other call center staff.
• Follow standard operating procedures and meet performance metrics (e.g., call handling time, accuracy).
• Prepares and mails patient itineraries.
• Performs general office duties, including faxing, imaging documents, mail sorting, and delivery.
• Maintain confidentiality and comply with HIPM regulations in all communications.

Required Qualifications*

• Graduation from high school or an equivalent combination of education and experience.
• 2 - 3 years of experience.

Skills You Have

• Clear verbal and written communication.
• Basic computer skills.
• Ability to multitask in a fast-paced clinical environment.
• Ability to communicate with diverse populations.
• Ability to maintain patient confidentiality.
• Excellent organization skills and attention to detail.
• Reliable attendance.
• Enthusiasm, dependability, initiative, and prioritization skills.
• Professional and positive demeanor.

Desired Qualifications*

• Experience working within a health care setting, scheduling patient appointments.
• Basic medical terminology (may be tested).
• Patient account and/or insurance verification experience.
• Familiarity with Michigan Medicine electronic medical record systems.
• Knowledge of University policies and procedures.

Why Work at Michigan?

The School of Dentistry is consistently ranked as the #1 dental school in the United States and the world. We embrace diversity in many forms and champion diversity of thought and culture. Our Mission, core values, and additional information about our school can be found on our website. The University of Michigan also offers comprehensive benefits to help you stay well and to support you as you plan for a secure future. Benefits include:

Benefits

• Generous paid time off for vacations, holidays, sick time, season days, and paid parental leave.
• A retirement plan that provides two-for-one matching contributions after the first year of employment.
• Many choices for comprehensive health insurance
• Life insurance
• Work-life programs to strengthen a workplace culture that supports personal and family life, including child care, elder care, lactation resources, and mental and emotional health services.
• Flexible spending accounts for healthcare and dependent care expenses

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

Monday - Friday, 8 am - 5 pm. Remote with rotation onsite monthly and when requested. Training onsite only.

Work Locations

School of Dentistry, 1011 N. University Ave, Ann Arbor, MI 48109

Additional Information

We are committed to maintaining a safe and healthy work environment for everyone. As part of the onboarding process, all candidates are required to submit their immunization records to Occupational Health Services (OHS) prior to their appointment start date to verify their immunization status. The process includes completing a two-step TB test for all new hires and providing proof of Hepatitis B immunization for clinic-facing roles. Additional immunizations may be necessary based on public health guidance or specific job responsibilities.

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

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checks are performed in compliance with the Fair Credit Reporting Act.

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 any time 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.