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How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Job Summary

A call center representative in the Radiation Oncology Call Center provides complex telephone communication/scheduling services for multiple physicians at multiple different ambulatory care clinic sites and front line call triage for appropriate routing to clinical staff. Our Radiation Oncology practice services both adult and pediatric patient populations. Representatives are responsible for meeting the highest standards of customer service while facilitating communications between patients, public, payers, referring physicians and other health care providers. Must maintain excellent rapport, via the telephone and/or in person, with parents, patients, faculty, and staff, within a team setting.

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.

Responsibilities*

The Call Center Representative Intermediate provides patients information and largely coordinates their clinic experience.  Duties include, but are not limited to, the following:

  • Schedule patients with chronic disease care. Triage the patient based on urgency. Read Tumor board notes for instructions and referral messages.
  • Telecommuting 
  • Complete Record Retrieval prior to patents visit
  • Work independently following appropriate job specific check lists to complete tasks 
  • Schedule new and return patient visits determining appropriate clinic provider, based on specified standards utilizing the Cadence/MiChart Scheduling System.
  • Schedule clinic visits, diagnostic services and ambulatory procedures for patients.
  • Adhere to set standards when entering comments into patient appointments.
  • Complete work directives sent to the Radiation Oncology Call Center MiChart in basket, scheduling workqueue.
  • Perform telephone triage and distribute for action; document according to specified clinic standards.
  • Follow red call protocol when handling emergent phones calls.
  • Utilize written communication skills accurately/appropriately when composing telephone encounters in MiChart.  Composition, grammar, spelling, punctuation, sentence structure, etc.
  • Determine the existence of previous registration and obtain, verify and update insurance, financial and demographic information with the patient at every phone encounter.
  • Maintain accurate PCP/referring physician information.
  • Confirm, notify and remind patients of appointment and/or changes.
  • Inform patients of necessary preparations prior to visit or test in accordance with established guidelines.
  • Maintain accurate insurance and authorization information using the Referral Authorization Management Process.
  • Strive to meet Michigan Medicine call center targets.
  • Handle multiple lines at any given time without disconnecting caller.
  • Initiate follow –up calls to the caller in a timely manner.
  • Meet or exceeds call center productivity standards.
  • Follow set guidelines for signing on and off of Aspect phones.
  • Communicate effectively in ways that enhance productivity and build respectful relationships.
  • Demonstrate active listening, written, verbal, and information technology skills.
  • Relate work and job purpose to Michigan Medicine mission and commitment to putting patients and families first.
  • Maintain customer rights in accordance with institutional policies by demonstrating respect for the individuality and wishes of others, honoring cultural and religious differences, and demonstrating ethical behaviors based on honesty, fairness, and equity.
  • Exhibit responsiveness to personnel at all levels by effectively communicating and sharing information at all levels
  • Complete lab orders, consult requests and provide the patient with an appointment when needed
  • Ability to work in multiple electronic systems including Aspect, Aria and MiChart.
  • Entering data into the Radiation Oncology Scheduling system to assist the business team’s identification of patient financial liability.
  • Coordinate with other department schedulers to assist the patient selecting Michigan medicine as a destination program seeking to have all visits on the same day. 

Required Qualifications*

  • Requires a high school education or equivalent
  • 2 - 4 years of experience.

Desired Qualifications*

  • Previous clerical/medical records experience in an outpatient clinical setting is highly desirable.
  • General office practices, ability to understand medical documentation and general knowledge of medical terminology is highly desirable.
  • Demonstrated ability to work independently  in a call center is highly desirable.
  • Demonstrated ability to work independently  with a list of tasks to complete
  • Knowledge of University policies and procedures.
  • Call Center experience is highly desirable.
  • Demonstrated proficiency with MiChart is highly desired.

Work Schedule

  • Monday - Friday
  • 7:00 a.m. - 5:30 p.m.
  • 40 hours per week.

Work Locations

This is a telecommuting position.

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. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Application Deadline

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening 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.