A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
Call center representative for the Medical Specialty Call Center with a primary focus in Rheumatology. There will be an expectation to cross coverage in other medical specialties (Allergy, Dermatology, Gastroenterology, Infectious Disease, Endocrinology, Nephrology, Pulmonology, Pulmonary Function Testing and Transplant) once trained as needed. Provide customer service to patients and referring providers through the facilitation of various call center functions including phone triage, maintenance of clinic schedules, patient appointments and health record management. Respond to a high volume of referral inquiries following UMHS and departmental procedures.
Answer Incoming calls for the Medical Specialty Call Center
Perform outbound calls to patients, referring providers or other medical providers
Schedule patient appointments and procedures in a timely and accurate manner
Provide patients with information on necessary preparation or materials and documents needed for the appointment.
Initiate, route and follow-up on communications with clinicians regarding patient concerns using MiChart InBasket.
Collect and update patient demographics, insurance and authorizations, referring and/or primary care physician information and other pertinent information.
Request and obtain health records from outside providers to support continuity of care
Demonstrate service excellence in answering all calls.
Ability to spell correctly and use proper grammar
Maintain and monitor fax server
Monitor and manage Referral Work Queue
Demonstrate excellent interpersonal and communication skills (e.g. ability to provide and receive constructive feedback, seeks constructive approaches to resolving workplace issues)
Strive to meet UMHS call center key performance indicators
Efficiently perform general office duties, including faxing, imaging documents, etc.
Other duties as assigned.
High School diploma or equivalent.
Excellent attendance record and punctuality.
Must adhere to a high standard of personal and professional conduct.
Demonstrate excellent written and oral communication skills.
Must demonstrate the 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.
Adhere to high standards of teamwork by demonstrating adaptability, flexibility, and consistently sharing information and resources with others.
Demonstrates the ability to multi-task in a fast paced environment.
Proficient in Microsoft Word and Excel.
0-2 years experience in a customer service environment.
2-4 years experience in a customer service environment.
Days: Monday – Friday based on business needs
Hours: Varied shifts between 7:30am-6:30pm
The above subject to change based on business needs.
This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.
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: 189244
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.