"Call Center Rep 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.

Responsible customer relationship position providing communication services in a call/customer contact center environment; meeting the highest standards of customer service in the Department of Radiology. Facilitates communications between patients, the public, payers, referring physicians and other health care providers seeking access to Michigan Medicine clinical and/or administrative personnel or services.

• Provide information, service and support to referring physicians, consumers, UMHS staff and faculty, and other healthcare professionals.
• Coordinate the scheduling of patient and physician appointments and referrals.
• Communicate/collaborate with internal and external customers to ensure an integrated approach to service.
• Utilize superior telephone technique, customer service etiquette, and customer recovery skills to meet the individual needs of UMHS customers.
• Proactively serve as a liaison between customers and internal UMHS personnel to ensure adequate response and customer/patient satisfaction.
• Cover 7 service areas in the Call Center/Contact Center.
• Conduct a screening process to evaluate site specific criteria and assess medical preparatory instructions.
• Collects accurate and complete data for documentation of all customer interactions.
• Maintain up to date and detailed scheduling requirements for all divisions of Radiology supported by the Call Center.
• Meets or exceeds performance quality standards established through Quality Monitoring Programs.
• Perform all other office duties related to the scheduling process.
• Utilize paging system to contact appropriate staff as required.
• Demonstrate ability to complete multiple tasks independently.
• Identify and track reoccurring operational problems and participate in resolution.
• Required to have knowledge and adhere to University and Departmental policies and procedures.
• Maintain security of all databases and confidential personnel and patient information.

Required Qualifications

• Must have demonstrated good communication skills, both written and verbal.
• Must be able to use computer system for scheduling of appointments.
• Excellent attendance record.
• Adhere to high standards of teamwork by demonstrating adaptability, flexibility, and consistently sharing information and resources with others.
• Ability to work independently in an ever-changing and potentially stressful environment.
• Demonstrate dependability, initiative, ability to prioritize, and ability to accept direction.
• Strong organizational skills.
• High School diploma or equivalent.
• 2+ years of customer service experience.

Preferred Qualifications

• 1-2 years of call center experience.
• Working knowledge of MiChart.
• Familiarity with medical terminology.
• Experience in a health care environment.

Monday-Friday, 8:30am-5:00pm 40 hours per week

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.