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Job Summary

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.

Others Duties

  • 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.


Required Qualifications*

  • 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

Desired Qualifications*

  • 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.