Call Center Rep Senior
University of Michigan Health System, Ann Arbor, MI, United States
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*
Contributes to the overall success of the access center which could include filling scheduling openings via referral work queues, recall lists, waitlists, etc.
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, authorizations, as well as referring and/or primary care physician information and other pertinent information, as appropriate
Initiates, routes and follows up on correspondence with clinicians regarding patient information, including efficient use of the electronic health record system in-boxes
Requests and obtains accurate and timely health record from outside providers to support continuity of care
Prepares patient itineraries, assembles and mails patient information packets
Efficiently performs general office duties to include 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
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
The University of Michigan is an equal employment opportunity employer.
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Responsibilities*
Contributes to the overall success of the access center which could include filling scheduling openings via referral work queues, recall lists, waitlists, etc.
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, authorizations, as well as referring and/or primary care physician information and other pertinent information, as appropriate
Initiates, routes and follows up on correspondence with clinicians regarding patient information, including efficient use of the electronic health record system in-boxes
Requests and obtains accurate and timely health record from outside providers to support continuity of care
Prepares patient itineraries, assembles and mails patient information packets
Efficiently performs general office duties to include 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
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
The University of Michigan is an equal employment opportunity employer.
#J-18808-Ljbffr