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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

Call center representative in the Otolaryngology Call Center provides complex telephone communication/scheduling services and consistent support for over 60 providers at 6 different clinic sites across 3 different ACUs. Our practice services both adult and pediatric patient populations for ENT, audiology and other ancillary services. Representative is responsible for meeting the highest standards of customer service while facilitating communications between patients, public, referring physicians and other health care providers. Representative should strive to maintain excellent rapport with parents, patients, faculty, and staff to foster and maintain a team-oriented environment. In addition, this role will take on coverage of our 6 Specialty Schedulers during scheduled time away.

Primary Job tasks:
Schedule new and return patient visits determining appropriate clinic provider based on specified standards utilizing the Cadence/MiChart scheduling system
Complete work directives sent to the Call Center in basket and scheduling work queue
Follow red call protocol when handling emergent phone calls.
Answer calls and respond to various electronic communications.
Provide customers with product and service information, direct to appropriate resource if needed.
Process appointment requests and referrals.
Research scheduling and insurance guidelines using available resources
Manage and resolve customer complaints/concerns
Respond positively to change, showing a willingness to learn new ways to accomplish work.
Adopt practices to improve work processes, enhance customer satisfaction and ensure excellence in daily work
Serve as a liaison among patients, public, referring physicians, other health care providers and all other internal and external customers.

Specialty Scheduling Job Tasks:
8-12 weeks a year spent onsite at the Taubman Center covering for Intake Coordinators during planned absences.
Obtain outside records for new and existing patients with upcoming appointments.
Request outside Pathology and Radiology Studies for New Patients.
Ensure outside pathology and radiology is uploaded into patients chart before appointment.
Follow-up on outgoing referrals and orders for Cancer patients.
Answer and triage phone calls directed to Clinical Care Coordinators.

Required Qualifications*

High School Diploma
Excellent attendance
Must have demonstrated good communications skills, both written and verbal
Must have excellent interpersonal and organizational skills, including attention to detail and follow-through
Ability to multitask and prioritize work appropriately
Ability to accept direction from multiple sources, prioritize tasks and remain adaptable to rapid changes in work
Adhere to high standards of teamwork by engaging in process improvements, sharing information with peers and keeping a positive attitude in times of high stress.
Capacity to solve complex problems quickly and while maintaining strong rapport with internal and external customers
Active Listening skills
One year customer service experience, preferably within a call center or medical environment

Desired Qualifications*

Associate’s degree or equivalent combination of education and experience
Experience with MiChart EpicCare and Cadence Scheduling Software
Knowledge of Otolaryngology scheduling and Clinical Practices
Call Center Experience

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 University of Michigan Health System 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.