In an Ambulatory Care environment, provide 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.
Demonstrate customer excellence in answering incoming phones and retrieval of voicemail messages.
Schedule patient appointments and procedures in a timely and accurate manner, and inform patients of any necessary preparation in accordance with established guidelines.
Initiate, route and follow-up on correspondence with clinicians regarding patient information, including efficient use of the electronic health record system in-boxes.
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
Efficiently perform general office duties, including faxing, imaging documents, mail sorting and delivery.
May assist in work coordination over other Call Center staff.
Provides in-service training to other call center staff.
Provides expertise in the completion of call center functions, including detailed scheduling assistance associated with new patients and/or scheduling patients across many locations, departments or specialties.
2-3 Experience in Outpatient Ambulatory setting and/or Secretarial experience.
High School diploma or GED.
Ability to work in an environment with multiple staff. Demonstrates excellent interpersonal skills. Has excellent attendance.
Must adhere to a high standard of personal and professional conduct; possess excellent customer service, interpersonal, and written and oral communication skills; and demonstrated ability to interact with a diverse population.
Must be an active team player with the ability to work independently; possess strong organization and prioritization skills; ability to handle multiple responsibilities in a fast paced environment, and demonstrated problem solving skills.
Experience working within a large, complex health care setting, scheduling patient appointments. Basic medical terminology (may be tested). Patient account and/or insurance verification experience. Familiarity with UMHS electronic medical record systems is preferred. Knowledge of University policies and procedures. Experience with Word, Excel, MiChart and Aspect Phone system desired.
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.
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 openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
The University of Michigan is an equal opportunity/affirmative action employer.
Internal Number: 187909
About University of Michigan - Ann Arbor
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.