Call Center Rep Senior

Michigan Medicine; Ann Arbor (MI); Hybride; USD 42 000 - 65 000; Plein temps

Avantages offerts par ce poste

Excellent medical, dental and vision

2:1 retirement match

Résumé du poste

Michigan Medicine is seeking an experienced Call Center Coordinator to provide exceptional patient and provider services. You will facilitate phone triage, clinic scheduling, and health record management while adhering to scripted procedures.

This role requires flexibility to float across call center divisions as needed. Responsibilities include coordinating daily activities, training staff, generating reports, and ensuring accurate data capture for patient information.

Qualifications

• High school diploma or GED required.
• 5+ years of customer service experience in a healthcare setting preferred.
• Mastery of ambulatory scheduling workflows requested.
• Strong communication and interpersonal skills in a diverse population.
• Experience in high-volume contact centers; able to train/lead staff.

Responsabilités

• Coordinate daily activities for call center staff and maintain scheduling workflows.
• Provide preceptor guidance and in-service training for team members.
• Generate reports and support process improvements.
• Schedule patient appointments and procedures accurately and inform patients of prep requirements.
• Gather demographics, insurance, authorizations, and physician information as appropriate.
• Obtain health records from outside providers to support continuity of care.
• Perform general office duties and assist with staff scheduling.

Connaissances

Customer service

Ambulatory scheduling

Interpersonal skills

Communication (written)

Team player / independence

Organization / prioritization

MS Word & Excel

EHR navigation

Formation

High school diploma or GED

Associates degree (preferred)

Outils

MS Word

Excel

EPIC (EMR)

Description du poste

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.

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*

• 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 support for the call center team.
• Responsible for the interpretation and instruction for policies, procedures, and practices.
• Responsible for in-service training and acts as a preceptor for 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 multiple locations, departments, or specialties.
• Responsible for report generation as needed.
• May lead team huddles.
• Promotes and facilitates positive communication with the 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 follow-up on correspondence with clinicians regarding patient information, including efficient use of the electronic health record system in baskets.
• 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
• 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 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

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 including fingerprinting is required as a condition of transfer or employment for this position.

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.