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Call Center Rep Lead

Company: University of Michigan
Location: Ann Arbor
Posted on: January 13, 2022

Job Description:

How to Apply 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. Summary Department SummaryUniversity Health Service (UHS) provides a scope of health and wellness care to University of Michigan Students, as well as primary care services for eligible UM Faculty and Staff. UHS is actively seeking compassionate, enthusiastic and patient-focused individuals to join our campus team. This position is conveniently located on campus near downtown Ann Arbor and minutes from Michigan Medicine.MissionUniversity Health Service promotes and protects the health and well-being of students and the broader campus community in order to enable individuals to better achieve their educational and personal goals.The University of Michigan is committed to foster learning, creativity and productivity, and to support the vigorous exchange of ideas and information, not only in the classroom but in the workplace, by: * Creating a work environment in which people treat each other with respect and dignity, regardless of roles, responsibilities or differences. * Providing support, direction and resources enabling us to accomplish the responsibilities of our jobs and to reach the goals that are set for professional and personal growth.Basic Function and Responsibility To schedule appointments primarily by telephone in an ambulatory setting; to interview patients to determine appropriate clinic, clinician, and time allotment based on patients' medical complaints; register patient information, including demographics and insurance; demonstrating Service Excellence at all times. As part of our Call Center team at University Health Services, you will have the unique opportunity to provide care for U of M students, faculty, and staff. Responsibilities* Screening Calls and Scheduling Appointments (70%) Schedule new and return visits, determining appropriate resource within clinics based on symptoms and urgency of appointment request. Screen calls involving medical and psychiatric emergencies and direct to appropriate source or initiate electronic message to resource on behalf of patient. Determine the necessity within established guidelines for immediate attention for patient conditions of an emergent nature. Reschedule appointments due to unexpected clinician unavailability; assess patient needs to determine the urgency of scheduling a return visit. Initiate, maintain, and follow-up with scheduling appointments on wait lists. Process In-Basket scheduling requests and referrals in work queues. Enter prescription refill requests into computer system.Registration (20%) Register patient demographics and insurance information into the computer and update in a timely fashion. Determine eligibility status and guide patients to status that should be most beneficial.Other Duties (10%) Provide information to patients regarding services at UHS and the community (policies and procedures, cost of health care visits). Monitor, several times a day, the cancellation voicemail and relay information to appropriate clinics. Provide outside referral information to the public who are not eligible for UHS. Obtain and manage confidential and sensitive information. Handle patients who may be reacting to unexpected appointment cancellations. Support the Call Center Intermediate Supervisor with training new employees on certain work functions. Support the Call Center Intermediate Supervisor with updating MiChart schedule templates. Other duties, as assigned. Required Qualifications* High school diploma or equivalent. One year of clerical experience in a medical setting. Some knowledge of medical terminology. Basic computer and data entry skills. Telephone appointment scheduling experience. Desired Qualifications* Experience in MiChart template editing. Demonstrated ability to be effective in a fast-paced medical setting. Previous electronic medical record experience. Demonstrated ability to work independently and as a member of a team. Demonstrated ability to multi-task and problem solve. Bi-lingual or multi-lingual skills desired. Additional Information Position Criteria: Excellent communication and customer service skills Able to multi-task and work in a fast-paced, busy environment Able to take direction from multiple disciplines Flexible to work between multiple areas Communicate appropriately with patients, families, and members of the healthcare teamWorking conditionsThis role involves consistent office/desk work. Standards of practice for patient services offered by staff within this job family have the potential to include care offered via telehealth. Work Schedule This is a full-time, 40 hours per week position. Hours coincide with UHS needs. Schedules may include time before opening, or extended later than posted building hours. There may be potential to do portions of work remotely.Generally Monday through Friday 8 am - 5 or 6 pm, plus rotations; Weekend hours vary with the school year. For those assigned on Saturday and Sunday, coverage hours are generally 8 am to 12 pm.Personal Contact Personal interaction involves providing and obtaining confidential and sensitive information. Contacts typically include clinicians, nursing, clericals, patients, and other staff on a daily basis.Training Staff members are expected to exercise judgement in setting priorities.You will be trained the call center unit by experienced staff and seasoned leadershipWork Location University Health Service207 Fletcher St.Ann Arbor, MI 48109-1050Physical requirements For the most part, this role is at a desk handling the phone.Supervision Received Administrative and functional supervision is received from the Call Center Supervisor. This role may have reporting obligations under Title IX and Clery.Salary may vary depending on qualifications, experience, and education of the selected candidate.Relocation will not be offered for this position.#studentlife Background Screening The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checksare performed in compliance with the Fair Credit Reporting Act. Application Deadline Job openings are posted for a minimum of seven calendar days. The review and selection process maybegin as early as the eighth day after posting.Thisopening may be removed from posting boards and filled anytime after the minimum posting period has ended. U-M EEO/AA Statement The University of Michigan is an equal opportunity/affirmative action employer.U-M COVID-19 Vaccination PolicyCOVID-19 vaccinations are now required for all University of Michigan students, faculty and staff across all three campuses, including Michigan Medicine. This includes those working or learning remotely. More information on this policy is available on the Campus Blueprint website or the U-M Dearborn and U-M Flint websites. PDN-954bd4b2-df18-4a00-b701-f6a2d60c6c18

Keywords: University of Michigan, Ann Arbor , Call Center Rep Lead, Other , Ann Arbor, Michigan

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