"Call Center Rep Inbound Inter"

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.

Telephone Triage

Manage a high volume of telephone inquiries for Dentistry using standard scripts and procedures, resulting in the scheduling of appointments of appropriate clinic. Collects accurate and complete data for documentation of all customer interactions. Secures demographics, legal guardian and emergency contacts, guarantor and insurance coverage information. Responds to inquiries submitted via email or electronic health record system. Transfer phone calls not handled by the centralized call center to the appropriate department.

Appointment Setting

Schedules appointments accurately and completes all pre-registration tasks (using the MiDent system-Future EPIC). Reschedules and/or cancels appointments; communicates with patients/families and departments/clinics as needed. Investigate and resolve issues related to appointments. Reviews daily work queues to ensure the accuracy of appointment information and completion of needed appointments. Explains the referral process and provides information on how to navigate the process to the patient. Schedule base on particular path for grad clinic. Schedule referral patients. Send Registration link, additional duties as needed.

Providing support resources to Patients

Identify interpretation services as needed for appointments. Provides directions/maps, and parking instructions via email or hard copy. Notifies appropriate leader, clinic or provider if is needed to resolve customer complaint/concern. Perform a variety of miscellaneous job responsibilities pertinent to the workflow of the position. Receives complex questions and problems from peers and troubleshoots issues as they arise.

Requirements

1+ year of work experience in a call center environment, patient scheduling, or health care registration. Competent in using technology such as handheld computers, word processing, data entry, spreadsheets, and email. Must be able to maintain confidentiality with respect to patient information. Must exhibit a professional and positive image and disposition when interacting with patients, departmental staff members, and allied health professionals. Excellent communication skills. Excellent Acceptable attendance record.

Knowledge with Epic.

Hybrid Schedule, Onsite training for up to 3 months.
Monday- Friday Clinical Support 8a-5p.

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.