Senior Ambulatory Care Call Center Lead

Michigan Medicine; Ann Arbor (MI); Hybrid; USD 45,000 - 64,000; Full time

Benefits offered by this job

Excellent medical, dental and vision—t

2:1 retirement matching

Hybrid or remote work options

Job summary

Michigan Medicine in Ann Arbor seeks an experienced call center professional to provide patient and provider support, manage appointments, and handle health records following established scripts and procedures.

The role involves coordinating daily activities, training staff, generating reports, and ensuring accurate patient information across multiple locations. This position offers hybrid work opportunities and a collaborative team environment.

Qualifications

• High school diploma or GED.
• 5+ years of experience in customer service.
• Mastery of ambulatory scheduling workflows.
• Strong interpersonal and communication skills.
• Experience in high-volume contact centers.
• Proficient with MS Word and Excel.

Responsibilities

• Coordinate daily activities for call center staff to ensure smooth scheduling.
• Provide daily functional support for the call center team.
• Interpret and instruct policies, procedures and practices.
• Serve as preceptor; conduct in-service training for staff.
• Assist with scheduling for new patients across locations.
• Generate reports as needed.
• Lead team huddles when needed.
• Communicate effectively with health care teams.
• Answer phones and manage voicemails with customer service excellence.
• Schedule patient appointments and procedures with proper prep guidance.
• Verify demographics, insurance, authorizations, and provider info.
• Coordinate with clinicians for patient information via EHR baskets.
• Obtain health records from outside providers for continuity of care.
• Prepare patient itineraries and mail information packets.
• Perform general office duties (faxing, imaging, mail).

Skills

Customer service

Ambulatory scheduling

MS Word

MS Excel

Communication skills

Education

Associates degree in business, health administration or related field

Equivalent combination of experience and education

Tools

EPIC EMR

Job description

Michigan Medicine in Ann Arbor seeks an experienced call center professional to provide patient and provider support, manage appointments, and handle health records following established scripts and procedures.

The role involves coordinating daily activities, training staff, generating reports, and ensuring accurate patient information across multiple locations. This position offers hybrid work opportunities and a collaborative team environment.