We, the staff and faculty of the Rogel Cancer Center team, are committed to advancing medicine and serving humanity through living and teaching our core values of Respect and Compassion; Collaboration; Innovation; and Commitment to Excellence.
Each employee is expected to understand and demonstrate that in every interaction we represent our entire organization in the care we provide and in the courtesies we extend to patients, families, and each respective team member. The Rogel Cancer Center is dedicated to partnering with patients and families to deliver the safest and highest quality of health care. Ensuring a Patient and Family centered experience according to the Health System Service Excellence Goals is a priority to the care of our patients. The individual chosen will be responsible for meeting the highest standards of customer service including, exhibiting a professional and positive image when interacting with patients, faculty and staff.
The Rogel Cancer Center is seeking a high motivated Call Center Representative Senior to serve as our Call Center Lead. The Lead will serve as the subject matter expert and will coordinate work being done by Call Center Agents.
Responsible for the coordination of daily activities for other call center staff to ensure optimal flow of appointment scheduling and phone triage
Coordinates daily functional supervision over call center team
Runs daily and monthly reports
Provides in-service training and acts as preceptor for newly hired staff, as well as coaching existing staff
Performs administrative tasks that support the call center and management that may include staff schedules, payroll and PTO requests, process improvement, change implementation and evaluation preparation
Utilizes subject matter 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
May serve as additional call center coverage
Promotes and facilitates positive communication with physicians, leadership and all other internal/external customers
Additional duties as assigned
•High School diploma or GED.
•5+ years of call center experience
•Demonstrated exceptional interpersonal skills and ability to work well within a team setting
•Ability to uphold confidentiality to the highest standards
•Possesses strong organization and prioritization skills
•Demonstrated record of excellent attendance
•Exhibits professional and positive image when interacting with patients, faculty, and staff
•Able to handle multiple responsibilities in a fast-paced environment with accuracy
•Demonstrated ability to work well under pressure and meet deadlines
•Demonstrated strong problem-solving skills
•Demonstrated excellent customer service skills with the public
•General office practice experience is required
•Demonstrated excellent verbal and written skills
•Ability to communicate effectively
•Demonstrated active listening and information technology skills
•Bachelor’s Degree in business, health administration or a related field and/or equivalent combination of experience and education.
• EPIC/MiChart experience.
•Experience serving as a supervisor, team lead and/or providing work coordination.
•Experience working within a large, complex health care setting.
•Prior experience performing complex scheduling.
•Ability to understand medical documentation and general knowledge of medical terminology.
•Knowledge of university policies & procedures.
Monday - Friday 8:00am- 4:30pm
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.
The University of Michigan Health System 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. This job 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: 188847
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.