Patient Care Call Center Specialist (Hybrid/Remote)

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

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