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 records management. 

Responds to a high volume of telephone inquiries following Michigan Medicine and departmental scripts and procedures.  

Responsibilities*

• 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 scheduled patients across many locations.
• Demonstrates customer excellence in answering incoming phones and retrieval of voicemail messages.
• Schedules patient appointment 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 and authorizations, 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 records from outside providers to support continuity of care.
• Prepares patient itineraries, assembles and mails patient information packets.
• Efficiently performs general office duties, including faxing, imaging documents, mail sorting and delivery.
• Additional duties as assigned.

Required Qualifications*

• High school diploma or GED.
• 2-3 years of experience, including reasonable customer service experience.
• Adheres to a high standard of personal and professional conduct, possess excellent customer service, interpersonal, and written and oral communication skills; and demonstrates ability to interact with a diverse population. 
• 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.
• Proficient clerical skills including proper telephone technique, typing computer and data entry skills, as well as, reasonable knowledge of MS Word products.
• Exceptional interpersonal skills and ability to work well within a team setting.
• Possesses strong organization and prioritization skills; ability to handle multiple responsibilities in a fast paced environment, and demonstrated problem solving skills.

Desired Qualifications*

• Experience working within a health care setting, scheduling patient appointments.
• Basic medical terminology (may be tested).
• Patient account and/or insurance verification experience.
• Familiarity with Michigan Medicine electronic medical record systems is preferred.
• Knowledge of University policies and procedures. 

Work Schedule

Monday-Friday, 8:00am-4:30pm

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Background Screening

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.

Application Deadline

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.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.