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Job Summary

We are seeking a compassionate, enthusiastic, and patient-oriented individual who will share in the goal of creating the ideal experience for our patients, families and employees. As an integral member of the call center team, this individual will play an important role in providing the highest quality customer service. 

Why work for UM Orthotics and Prosthetic Center? 
UM Orthotics and Prosthetics Center, a Division of the Department of Physical Medicine and Rehabilitation, provides state-of-the-art services to adults and children requiring orthotic and prosthetic devices and is committed to providing outstanding customer service. For over 100 years the University of Michigan Orthotics and Prosthetics  Center has provided exceptional service to a diverse patient population and is the largest, free standing O&P facility  in the nation. We are an Ambulatory Center, easily accessible on South Industrial Drive and have onsite parking.

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*

  • Provide exceptional customer service while performing detailed scheduling of patients across many locations, departments and provider specialties including, but not limited to: Orthotists, Prosthetists, Pedorthists, Fitters, and PM&R physician appointments. 
  • Utilize superior telephone technique, customer service etiquette, and customer service recovery skills to meet needs of the patients and families.  
  • Schedule patient appointments and procedures in a timely and accurate manner, and inform patients of any necessary preparation in accordance with established guidelines as it relates to device type, coverage/payment implications, and appointment parameters. 
  • Gather and verify patient demographics, insurance and authorizations, referring and/or primary care physician information and other pertinent information, as appropriate. 
  • Utilize written communication skills accurately/appropriately when composing telephone encounters in MiChart, email communications and internal messaging.  
  • Initiate, route and follow-up on correspondence with clinicians regarding patient information, including efficient use of the electronic health record system in-boxes in multiple systems. 
  • Request and obtain accurate and timely health records from outside providers to support continuity of care. 
  • Prepare patient itineraries and mail patient information letters and packets.  
  • Efficiently perform general office duties, including faxing, imaging documents, mail sorting and delivery.

Required Qualifications*

  • High School diploma or equivalent.
  • 2-3 years of experience, including reasonable customer service experience.
  • Must adhere to a high standard of personal and professional conduct; possess excellent customer service, interpersonal, and written and oral communication skills including excellent telephone skills; and demonstrated ability to interact with a diverse population. 
  • Must be an active team player with the ability to work independently; possess strong organization and prioritization skills; ability to handle multiple responsibilities in a fast paced environment, and demonstrated problem solving skills. 
  • Excellent attendance and punctuality are essential. 
  • Proficient in clerical skills, including familiarity with MS Word and Excel. 
  • Basic clerical tasks that require proper telephone technique, basic typing, computer and data entry skills.
  • Proficient clerical skills including proper telephone technique, typing, computer and data entry skills, as well as, reasonable knowledge of MS Word products.
  • Demonstrates active listening, written, verbal and information technology skills.
  • Exceptional interpersonal skills and ability to work well within a team setting.
  • Possesses strong organization and prioritization skills; ability to handle multiple responsibilities in a fast paced environment, and demonstrated problem solving skills.

Desired Qualifications*

  • Some college education. 
  • 2-4 years of call center experience. 
  • Outstanding customer service skills with one to two years’ experience in a health care setting, scheduling patient appointments. 
  • Patient account and/or insurance verification experience. 
  • Knowledge of patient scheduling systems, Cadence (MiChart) or Epic software is preferred. 
  • Knowledgeable of medical terminology, preferably in the field of Physical Medicine, Orthotics and Prosthetics.
  • Knowledge of univeristy policies and procedures.

Work Schedule

Monday through Friday, 8 AM to 5 PM

Work Locations

2850 S. Industrial Hwy., Suite 400, Ann Arbor

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. 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.