"Call Center Representative Intermediate/Associate"

Call Center Representative will be responsible for handling inbound and outbound calls. The representatives will be responsible for answering questions, scheduling appointments and surgeries, assisting multiple Michigan Medicine medical departments as needed.

• Provide top notch customer service through an inbound/outbound call center environment. Demonstrate customer service excellence in answering incoming phones and retrieval of voicemail messages.
• Schedule patient appointments and procedures in a timely and accurate manner while informing patients of any necessary preparation needs in accordance with established guidelines.
• Gather and verify patient information demographics, insurance information and authorizations, referring and/or primary care physician information and other pertinent information as appropriate.
• Initiate, route, and follow-up on correspondences with clinicians regarding patient information. May include utilizing including efficient use of the electronic health record system in-boxes.
• Request and obtain accurate and timely health records from outside providers to support continuity of care.
• Prepare patient itineraries and assemble and mail patient information packets.
• Efficiently perform general office duties, including faxing, imaging documents, mail sorting and delivery.
• Other duties as assigned.

High School diploma or equivalent. Must adhere to a high standard of personal and professional conduct; possess excellent customer service, interpersonal, and written and oral communication skills; and demonstrated 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; ability to handle multiple responsibilities in a fast paced environment, and demonstrated problem solving skills. Reasonable clerical experience, including familiarity with MS Word and Excel.

Associate: High School diploma or GED. 0-2 years of experience, including some customer service experience preferred.

Intermediate: High School diploma or GED. 2-3 years of experience, including reasonable customer service experience.

What will make you stand out: Experience in scheduling medical patients or medical receptionist experience. Reasonable knowledge of health systems and department policies, procedures and regulations. Previous call center experience. Experience working in a medical clinic.

The shift will be determined by the unit leader, but hours will range between 7:30am - 7pm Monday - Saturday. This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.