To schedule appointments primarily by telephone, in an ambulatory setting; to interview patients to determine appropriate clinic, clinician, and time allotment based on patients' medical complaints; register patient information, including all insurance; demonstrating Service Excellence at all times. Shift/Days: days/M-F with rotating Saturdays (9am-1pm)
Screening Calls and Scheduling Appointments
- Screen calls involving medical and psychiatric emergencies and direct to appropriate source or initiate electronic message to resource on behalf of the patient.
- Determine the necessity within established guidelines for immediate attention for patient conditions of emergent nature.
- Schedule new and return visits determining appropriate resource within clinics based on symptoms and urgency of appointment request.
- Reschedule appointments due to unexpected clinician unavailability; assess patient needs to determine the urgency of scheduling a return visit.
- Initiate, maintain, and follow-up with scheduling appointment waiting lists in specialty clinics.
- Reschedule appointments due to clinician unavailability.
- Process in-basket requests and referral work queues.
- Register patient demographics and insurance information into the computer and update in a timely fashion.
- Determine eligibility status and guide patients to status that should be most beneficial.
- Provide information to patients regarding services at UHS and the community (policies and procedure, cost of health care visits).
- Monitor several times per day, the cancellation voicemail and relay information to appropriate clinics.
- Monitor electronic requests for prescription refills and transcribe into computer system.
- Provide outside referral information to the public who are not eligible for UHS.
- Obtain and manage confidential and sensitive information.
- Handle patients who may be reacting to the unexpected appointment cancellations.
- Backup support to Front Desk coverage team.
- Backup support to PAR coverage team.
- Other duties as assigned.
Personal interaction involves providing and obtaining confidential and sensitive information. Contacts typically include clinicians, nursing, clericals, patients, and other staff on a daily basis.
Administrative supervision and functional supervision is received from Call Center Intermediate Supervisor. Staff members are expected to exercise judgment in the setting of priorities.
- High school diploma or an equivalent.
- Six months to one year clerical experience in a medical setting.
- Some knowledge of medical terminology.
- Basic computer and data entry skills.
- Excellent communication and customer service skills.
- Telephone appointment scheduling experience
- Demonstrated ability to be effective in a fast-paced medical setting.
- Bi-lingual or multi-lingual skills desired.
- Previous Electronic Medical Record experience
- Demonstrated ability to work independently and as a member of a team
- Demonstrated ability to multi-task and problem solve
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.