Call Center Representative

About This Role

Caring for patients, populations and communities is the core mission of Michigan Medicine, which this role supports by handling incoming and outgoing calls. The Call Center Representative schedules appointments, provides information, and manages patient communications, contributing to service excellence in a healthcare setting.

Responsibilities

• Answer incoming calls
• 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
• 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

Requirements

• High School diploma or equivalent
• 2-3 years of experience in a customer service environment
• Adhere to a high standard of personal and professional conduct
• Demonstrate excellent written and oral communication skills
• Demonstrate the ability to interact with a diverse population
• 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
• Demonstrate the ability to multi-task in a fast-paced environment
• Proficient in Microsoft Word and Excel

Nice to have:

• Associate's degree in the healthcare industry
• 3-5 years' experience in a Customer Service environment
• Experience working in a complex health care setting, scheduling patient appointments
• Basic knowledge of medical terminology