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Job Summary

The West Ann Arbor Health Center – Parkland Plaza is the newest Ambulatory Care facility dedicated to providing high quality health care services for adults and children.  The brand new 2-story facility is located 380 Parkland Plaza in Ann Arbor.  We are actively seeking compassionate, enthusiastic, and patient-oriented individuals who will share in the goal of creating the ideal experience for our patients, families and employees.

To be considered for this position, a cover letter is required and should be attached as the first page with your resume. The cover letter should address each of the following points: 

  1. Describe your background and qualifications and why you believe you would be a good fit for this position at the West Ann Arbor Health Center – Parkland Plaza
  2. Outline your service excellence skills and experiences which would be applicable to this position.
  3. In your most recent position, how was service excellence emphasized?
  4. Describe a situation in which a customer or colleague was upset and the steps you took to resolve the issue to a reasonable conclusion.

Responsibilities*

Serve as an essential team member of the West Ann Arbor Health Center – Parkland Plaza Leadership Team.  Selected individual will be responsible for coordinating Call Center representative’s schedules, managing requests for time off, and ensuring adequate coverage for the centralized call center team. Support complex procedure room schedules, MiChart inbasket, provide as needed faculty administrative support, train staff, and promote practices for patient centered excellence. Ensure that patients with urgent needs are scheduled appropriately, and monitor patient calls, and patient wait times to optimize patient care experiences.  Serve as a point of contact for complicated issues and patient concerns.

Selected candidate will work as a functional supervisor and will lead daily huddles, and embrace and incorporate lean in daily work and concepts.

Provide exceptional customer service to patients by facilitating call center processes that include:  scheduling for primary and specialty care departments, coordinating support and ancillary services for patients, appointment scheduling. Respond to inquiries concerning department programs, services and activities.

Required Qualifications*

Individual must exhibit strong leadership skills, possess a professional and positive image when interacting with patients, faculty and staff.  They must also adhere to a high standard of personal and professional conduct; possess excellent customer service, interpersonal, and communication skills; and demonstrated ability to interact with a diverse population and effectively manage and lead staff.

Candidate must be able to work effectively with a multidisciplinary team, handling multiple responsibilities in a fast-paced environment.  In addition, candidate must demonstrate flexible and creative problem solving skills, proficient computer and keyboarding skills, and excellent attendance

Desired Qualifications*

  • Associates Degree or equivalent combination of education and experience within an ambulatory care setting.
  • Experience with an electronic medical record
  • Knowledge of University policies and procedures.

Work Schedule

Evening hours and rotating Saturdays may be required.

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.