Call Center Representative Job at Michigan Medicine in Ann Arbor

Job Summary

Call Center Representative will be responsible for handling inbound and outbound calls. The representatives will answer questions, schedule appointments and surgeries, and assist multiple Michigan Medicine medical departments as needed.

Responsibilities

• Provide top notch customer service through an inbound/outbound call center environment. Demonstrate customer service excellence in answering incoming phones and retrieval of voicemail messages.
• Schedule patient appointments and procedures in a timely and accurate manner while informing patients of any necessary preparation needs in accordance with established guidelines.
• Gather and verify patient information demographics, insurance information and authorizations, referring and/or primary care physician information and other pertinent information as appropriate.
• Initiate, route, and follow-up on correspondences with clinicians regarding patient information. May include efficient use of the electronic health record system inboxes.
• Request and obtain accurate and timely health records from outside providers to support continuity of care.
• Prepare patient itineraries and assemble and mail patient information packets.
• Perform general office duties, including faxing, imaging documents, mail sorting and delivery.
• Other duties as assigned.

Required Qualifications

• High School diploma or equivalent.
• Excellent customer service, interpersonal, and written and oral communication skills; ability to interact with a diverse population.
• Ability to work independently and as part of a team; strong organizational and prioritization skills; able to handle multiple responsibilities in a fast paced environment; problem solving skills.
• Reasonable clerical experience, including familiarity with MS Word and Excel.

Associate

• High School diploma or GED.
• 0 – 2 years of experience, including some customer service experience preferred.

Intermediate

• High School diploma or GED.
• 2 – 3 years of experience, including reasonable customer service experience.

Desired Qualifications

• Experience in scheduling medical patients or medical receptionist experience.
• Knowledge of health system and department policies, procedures and regulations.
• Previous call center experience.
• Experience working in a medical clinic.

What Will Make You Stand Out

Experience in scheduling medical patients or medical receptionist experience; knowledge of health system and department policies, procedures and regulations; previous call center experience; experience working in a medical clinic.

Work Schedule

The shift will be determined by the unit leader but hours will range between 7:30am – 7pm Monday – Saturday.

Work Locations

Each representative will become eligible to work remotely following a series of mandatory Michigan Medicine training. Each representative will agree to adhere to all Michigan Medicine’s virtual office policies.

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.

Underfill Statement

This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.

Additional Information

If you were referred to this position by a current Michigan Medicine employee, please list their name and employee ID on the application in the Referrals section. Where it asks for “Specific Referral Source”, enter the correctly spelled name of the employee, along with their UMID (employee ID number).

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 Reporting 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.

U-M EEO Statement

The University of Michigan is an equal employment opportunity employer.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Hospitals and Health Care