- 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.
- 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.
- 2-3 years of experience in a customer service environment.
- 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.
- 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.
- Familiarity with MiChart.
- Knowledge of University policies and procedures.
- Excellent attendance record and punctuality.
- Days: Monday - Saturday
- Hours: Varied shifts between 7:30am-7:30pm
- The above is subject to change based on business needs
This position is covered under the collective bargaining agreement between the U-M and the Service Employees International Union (SEIU), which contains and settles all matters with respect to wages, benefits, hours, and other terms and conditions of employment.
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 employment opportunity employer.
