Call Center Rep Senior

University Of Michigan; Ann Arbor (MI); Hybrid; USD 52,000 - 68,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Retirement match

Job summary

University of Michigan, Michigan Medicine, is seeking a skilled call center coordinator to provide exceptional patient and referring provider support. The role involves phone triage, appointment scheduling, and health record management across multiple locations, following established scripts and procedures.

The position requires experience in ambulatory scheduling workflows, strong communication, and the ability to work in a fast-paced, high-volume environment.

Qualifications

• High school diploma or GED (Required)
• 5+ years of experience including customer service experience
• Mastery of ambulatory scheduling workflows
• Strong communication and interpersonal skills
• Experience in high-volume contact centers
• Proactive team player with ability to work independently
• Advanced clerical skills (telephone, typing, data entry)
• Familiarity with multiple locations or departments scheduling

Responsibilities

• Coordinate daily activities for call center staff to ensure smooth appointment scheduling
• Run reports to monitor performance and workflow
• Provide daily functional support for the call center team
• Interpret and disseminate policies and procedures
• Train and act as a preceptor for staff
• Prepare and submit reports; assist with scheduling for new patients across locations
• Lead team huddles and promote positive communication within the health care team
• Schedule patient appointments and procedures accurately per guidelines
• Gather patient demographics, insurance, and authorization details
• Obtain health records from outside providers to support continuity of care

Skills

Ambulatory scheduling workflows

Clerical skills

Customer service

Team player / independent

Active listening / communication

Organization / prioritization

Education

Associates degree in business or health administration

Tools

EPIC

MS Word

MS Excel

Job description

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 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 30,000employees 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.

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 maybegin as early as the eighth day after posting.Thisopening 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.