Job Opening ID

247451

Working Title

Call Center Rep Associate

Job Title

Call Center Rep Assoc

Work Location

Ann Arbor Campus

Ann Arbor, MI

Full/Part Time

Full-Time

Regular/Temporary

Regular

FLSA Status

Nonexempt

Organizational Group

Dsa Health Service

Department

Health Svc General Operations

Posting Begin/End Date

5/20/2024 - 5/27/2024

Salary

$35,250.00 - $40,100.00

Career Interest

Administration

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 Summary

University Health Service (UHS) provides high quality health care services to University of Michigan Students along with some Faculty/Staff. UHS is actively seeking compassionate, enthusiastic and patient-focused individuals who will share in the goal of patients and families first.

Mission

University 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 (80%)

• Enter and maintain confidential and accurate patient information, including demographic and insurance information.
• Determine eligibility status and guide patients to status that should be most beneficial.
• Schedule new and return visits, determining appropriate resource within clinics based on symptoms and urgency of appointment request, using system smart phrases where applicable.
• Screen patients to determine isolation vs. non-isolation and schedule in appropriate clinics for appropriate amount of time.
• 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 appointment requests and referrals in work queues.
• Review self-scheduled appointments for accuracy and make corrections, contacting patient when necessary.
• Generate prescription refill requests on behalf of patient.
• Encourage patient utilization of technology by assisting with patient portal sign up and by providing instructions for video visits.
• Determine need for interpretation services and schedule accordingly.

Other Duties (20%)

• Demonstrate exceptional customer service and create positive first impression with patients and colleagues
• 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.
• Handle patients who may be reacting to the unexpected appointment cancellations.
• May participate on a committee and have a role in other institute initiatives such as the Quality Improvement Committee, Medicare Wellness program; etc.
• Participate in patient outreach activities such as proactive patient calls to assist with health maintenance care and compliance.
• Other duties, as assigned.

Required Qualifications*

• High school diploma or equivalent.
• Six months to one year of clerical experience in a medical setting.
• Some knowledge of medical terminology.
• Basic computer and data entry skills.
• Excellent communication and customer service skills.
• Telephone appointment scheduling experience.

Desired Qualifications*

• 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:

• Convey professional and positive image when interacting with patients, faculty and staff.
• Excellent verbal and written communication and customer service skills.
• Able to multi-task and work in a fast-paced, busy medical setting.
• Demonstrated ability to work independently and as a member of a team.
• Able to take direction from multiple disciplines.
• Flexible to work between multiple areas.
• Communicate appropriately with patients, families, and members of the healthcare team.
• Expected to exercise judgement in setting priorities.

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.
• Generally Monday through Friday 8 am - 5 or 6pm, plus rotations; Weekend hours vary with the school year. For those assigned on Saturdays, coverage hours are generally 8 am to 12 pm

Work Location
University Health Service 207 Fletcher
Ann Arbor, MI 48109-1050

Physical requirements

• The role requires for sitting and standing in a static position for long periods of time while managing calls from patients.

Supervision Received

• Administrative and functional supervision is received from the Call Center Intermediate Supervisor.

Selected candidates whose start date is 4/1/2024 or after, will not be eligible for the university FY24-25 salary/merit plan unless otherwise notified.

This role may have reporting obligations under Title IX and Clery.

Authorization to work in the U.S. is a precondition of employment and applicants for this position will not be sponsored for work visas.

Salary may vary depending on qualifications, experience, and education of the selected candidate.

Relocation will not be offered for this position.

#studentlife

Application Deadline

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.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.