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Job Summary

We, the staff and faculty of the Frankel Cardiovascular Center (FCVC) team, are committed to advancing medicine and serving humanity through living and teaching our core values of Respect and Compassion; Collaboration; Innovation; and Commitment to Excellence.

Each FCVC employee is expected to understand and demonstrate that in every interaction we represent our entire organization in the care we provide and in the courtesies we extend to patients, families, and each respective team member.  The FCVC is dedicated to partnering with patients and families to deliver the safest and highest quality of health care. 

Excellent service is an expected and integral part of the FCVC culture. 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 in about 50 words or less:

  1. Describe your background and qualifications and why you believe you would be a good fit for this position at the FCVC.
  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.


  • Provide prompt, courteous and appropriate phone triage for patients.
  • Provide clerical support services to triage all new patients and return visit appointments for clinic visits and ancillary testing (as required), provide initial triage for medical records retrieval.
  • Work collaboratively with insurance referral coordinator to ensure appropriate coverage is obtained for services.
  • Provide the initial contact for all marketing initiatives and new patient inquiries in the New Patient Access Center.
  • Work in collaboration with the clinic leads to coordinate patients' appointments and any other services for patients/families/referring physicians.
  • Provide support to the surgical teams to improve care coordination.
  • Coordinate all aspects of the new patient and return visits to exceed the expectations of our patients/families, and referring physicians.
  • Demonstrate excellent customer service and marketing skill in all interaction with new and existing patients, referring physicians, faculty and staff.
  • Perform various scheduling duties for the New Patient Access Center including routine scheduling, mailing and confirming appointments, and triaging scheduling issues from clerical colleagues.
  • Collaborate with other float call center representatives and team lead/supervisor to train new staff.

Supervision Received : General supervision is received from the FCVC Call Center Manager. Functional supervision from CVC Call Center Representative Senior.

Supervision Exercised : None.


Required Qualifications*

  • High School diploma or an equivalent combination of education and experience, and 2-4 years of experience is necessary.
  • Excellent phone management and customer service skills, including telephone triage is required.
  • Demonstrated ability to work collaboratively with multidisciplinary teams.
  • Demonstrated ability to work independently, and also work well with a team.
  • Willingness and openness to new ideas and processes that improve patient care.
  • Excellent interpersonal and organizational skills with a positive attitude are desired.
  • Good attendance record.
  • Demonstrated proficiency with Microsoft Word, Excel and ability to navigate between systems.
  • Understands and demonstrates the core concepts of Patient and Family Centered Care (PFCC), including: Respect and Dignity, Information Sharing, Participation and Collaboration.

Desired Qualifications*

  • Minimum of three to five years of previous clerical experience in a health care setting.
  • Epic, Cadence, and MI-Chart experience preferred.
  • Positive, can do attitude.
  • Customer Service training.
  • Always strives to be part of the solution by offering constructive, creative ideas.
  • Previous experience in ambulatory care
  • Previous experience as a float.

Work Schedule

40 hours, full-time. Day shift, Monday through Friday. Hours can vary: 7:30-4, 8:00-4:30, or 8:30-5:00.

This position is a floating position with travel to the Cardiovascular Center clinic and North Campus Administration Center call center which includes coverage for the following programs/services: New Patient Access Center, Return Visit Line, Cardiac Surgery and Vascular Surgery.

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.