Call Center Representative Associate

Michigan, United States
29 Oct 2018
End of advertisement period
29 Dec 2018
Contract Type
Full Time

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.

Job Summary

Under direct supervision, handles routine inbound and outbound telephone inquiries. Relies on instructions and pre-established policies to answer customer questions. Provide customer service to patients and referring providers, through the facilitation of various call center functions including phone triage, maintenance of clinic schedules and appointments, and health record management. Responds to a high volume of telephone inquiries following UMHS and departmental scripts and procedures.


Demonstrate customer service excellence in answering incoming phones and retrieval of voicemail messages. Schedule patient appointments and procedures in a timely and accurate manner, and inform patients of any necessary preparation in accordance with established guidelines. Gather and verify patient demographics, insurance and authorizations, referring and/or primary care physician information and other pertinent information, as appropriate. Initiate, route and follow-up on correspondence with clinicians regarding patient information, 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.

Required Qualifications*

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.

Desired Qualifications*

Associate degree or equivalent combination of education and experience in the healthcare industry. Three to five years telephone-based customer service experience (or 3-5 yrs of OBGYN previous reception experience). Demonstrated ability of strong problem-solving skills. Ability to work in a self-directed manner while interacting with patients, health system faculty and staff, and managed care organizations. Reasonable knowledge of Health System and department policies, procedures and regulations. Proactively participates in continuous work improvements efforts including identifying ways to reduce wastes and costs. Experience working with a team and demonstrating excellent customer service skills. Ability to work independently in an ever-changing and potentially stressful environment. Demonstrate dependability, initiative, ability to prioritize, and ability to accept direction.

Work Schedule

Work schedule is 40 hours per week – Monday through Friday – varies between the hours of 7:00 am and 6:00 pm

Background Screening

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.

Mission Statement

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.

Application Deadline

Job openings are posted for a minimum of seven calendar days. This job 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.