Call Center Rep Inter

University Of Michigan (The Regents @ Ann Arbor)•Ann Arbor, MI

30d•Hybrid

About The 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. 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. Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world's most distinguished academic health systems. In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.

Requirements

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.

Nice To Haves

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

Responsibilities

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.