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Job Summary

In an Ambulatory Care environment, 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.


  • Demonstrate customer 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.

  • 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 an equivalent combination of education and experience.

  • 2-3 Experience in Outpatient Ambulatory setting and/or Secretarial experience, Word, Excel, MiChart and Aspect Phone system.

  • Experience working within a large, complex health care setting, and scheduling patient appointments.

  • Ability to work in an environment with multiple staff.

  • Demonstrates excellent interpersonal skills.

  • Has excellent attendance.

  • 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.

  • Basic medical terminology (may be tested).

  • Patient account and/or insurance verification experience.

  • Knowledge of University policies and procedures.

Desired Qualifications*

  • Familiarity with UMHS electronic medical record systems is preferred.

Background Screening

University of Michigan Health System 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

The mission of the University of Michigan is to serve the people of Michigan and the world through preeminence in creating, communicating, preserving and applying knowledge, art, and academic values, and in developing leaders and citizens who will challenge the present and enrich the future. 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.

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.