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Job Summary

This position is located at the Canton Health Center.  We are actively seeking a Call Center Associate Supervisor who is compassionate, enthusiastic, motivated and

patient–orientated.  This individual will share in the goal of creating the ideal experience for our patients, families as well as our employees in a call center environment.  Our call center utilizes Aspect and services a complex multi-Provider practice servicing both adult and pediatrics.

Responsibilities*

Serve as an essential team member of the Canton Health Center Management Team. Selected individual will be responsible for coordinating Call Center representatives schedules, managing requests for time off, and ensuring adequate coverage for the centralized call center team. Support MiChart inbasket, provide as needed faculty administrative support, train staff, and promote practices for patient centered excellence and actively participate with yearly evaluations.   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*

Associates Degree or equivalent combination of education and experience.

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

Selected candidate must be able to work effectively with a multidisciplinary team, handling multiple responsibilities in a fast paced environment. In addition, candidate must demonstrate problem solving skills, being able to manage time appropriately, proficient computer and keyboarding skills, telephone etiquette along with having a history of exemplary attendance and punctuality. Requires flexibility in all aspects of work assignments in order to respond to the growing needs of our Health Center, as well as our organization.

Desired Qualifications*

Experience within an Ambulatory Care setting, previous supervisory experience, knowledge of University policies and procedures.

Work Schedule

40 hours Monday-Friday

Work Locations

This position is located at the Canton Health Center

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.