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 heath record management.
Responds to a high volume of telephone inquiries following UMHS and departmental scripts and procedures.
Role may be held by a novice to fully functional staff member. Typically works within a less complex Call Center or within a less complex role. May also fulfill an entry-level role within a complex (Level 3) Call Center.
Demonstrates customer excellence in answering incoming phones and retrieval of voicemail messages
Schedule patient appointments and procedures in a timely manner and inform patients of any necessary preparation in accordance with established guidelines
Gather and verify patient demographics, insurance 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, including efficient use of 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, assemble and mail patient information packets
Efficiently perform general office duties, including faxing, imaging documents, mail sorting and delivery
Additional duties as assigned
High School diploma or equivalent
0-2 years of customer service experience
Must adhere to high standards of personal and professional conduct; possess excellent customer service, interpersonal, written and oral communication skill
Must demonstrate the ability to interact with a diverse population
Must be an active team player with the ability to work independently; possess strong organizational a prioritization skill with the ability to handle multiple responsibilities in a fast paced environment
Must demonstrate problem solving skills
Basic clerical functions such as, but not limited to: proper phone technique, basic typing and data entry skills
Experience working within a large, complex, healthcare setting, scheduling patient appointments
Familiarity with UMHS electronic medical records systems in preferred
Knowledge of University policies and procedures
40 hours per week. Hours/Days: Monday-Friday 8am-5pm
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: 178055
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.