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Job Summary

Responsible customer relationship position which will provide multi-media support in the Department of Surgery Centralized Call Center, receiving and responding to telecommunications and e-communications for a multi-disciplinary surgical team.  The candidate should understand Aspect phone functions, ask leading questions to remain in control of the conversation; verify patient demographics, PCP and referring physician information.  They should have awareness of phone stats; utilize real time data to make adjustments during the day to reach unit and institutional goals.  This role will handle scheduling requests entering our system from non-live call paths (Entry of faxes into the work queue via creation of referral shell; Call Center MiChart Scheduling Pool; MiChart work queues [adult and peds], urgent consults, etc.  This position will assess the needs of the callers utilizing the highest standards of customer service delivery. Work collaboratively with all members of the call center team; physicians, registered nurses, medical assistants and clerical staff in the delivery of care to patients and families. Participate in continuous quality improvement initiatives which may include attending monthly clinic or call center meetings.

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.

Why Join Michigan Medicine?

Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world’s most distinguished academic health systems.  In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.

What Benefits can you Look Forward to?

  • Excellent medical, dental and vision coverage effective on your very first day
  •  Retirement Savings Opportunities

Responsibilities*

  1. Provide information, service and support to referring physicians, consumers, UMHS staff and faculty, and other healthcare professionals via multimedia communication channels.
  2. Coordinate patient and physician appointments and referrals for General Surgery, Wound, Plastic Surgery, Thoracic Surgery, Ostomy and other Surgical areas as they centralize.
  3. Communicate/collaborate with internal and external customers to ensure an integrated approach to service.
  4. Maintain appropriate knowledge/content resources by timely entry of new or updated information.
  5. Utilize superior telephone technique, customer service etiquette, customer recovery and e-mail/web communication skills to meet the individual needs of UMHS customers.
  6. Cover all service areas in the call center.
  7. COMMUNICATION / TELEPHONE SKILLS: Adhere to established telephone management principles.  Able to efficiently navigate MiChart to obtain information needed.  Demonstrates good customer service and telephone skills.  Understands Aspect phone functions, monitors queue status; applies call centering techniques in day to day workflow.  Asks leading questions to remain in control of the conversation; verifies patient demographics, PCP and referring physician.  Has continuous awareness of phone stats; utilizes real time data to make adjustments during the day to reach goals.
  8. APPOINTMENT SCHEDULING: Able to accurately and efficiently schedule patients utilizing MiChart. Able to identify the best available appointment type to meet the patient and clinic/provider needs and requirements. Able to ask and document the correct questions to assure accurate billing information is obtained and required referrals/authorizations are met. Shares outstanding balance information to the patient and/or guarantor. Able to efficiently navigate MiChart to obtain information needed.
  9. INFORMATION MANAGEMENT: Utilizes In Basket process accurately and appropriately documents patient requests including urgent medical problems, prescriptions and other medical needs, and referrals. Routes patients to appropriate resources. Able to identify "red call" and "yellow card" situations and respond appropriately.
  10. PRE-ARRIVAL/ARRIVAL: Verifies insurance eligibility, ensures referral and other authorization requirements are met. Understands managed care principles. Is able to identify and initiate resolution for issues (patient balances, questions, etc.) Obtains appropriate signatures and any needed information (forms, waivers).

 

SUPERVISION RECEIVED: 

Supervision will be received from the Surgery Call Center Supervisor.

Required Qualifications*

  1. High school diploma or an equivalent combination of education and experience is necessary.
  2. At least 12 months UMHS customer contact experience or experience working in a clinic.
  3. 2-3 years of experience, including reasonable customer service experience. 
  4. Demonstrated call quality and customer service delivery excellence.
  5. Fully knowledgeable about UMHS organization, physicians and services.
  6. Basic understanding of managed care and indemnity payer referral and authorization requirements.
  7. Intermediate competency with desktop software, such as Microsoft word and Excel.
  8. Demonstrated competency with call center’s call processing, scheduling, and information retrieval systems and applications.
  9. Familiarity with e-mail systems including creating personal folders, utilizing templates, accessing proxy lists, e-mail communication protocol and grammatically correct writing.
  10. Basic medical terminology competency is necessary.
  11. Demonstrated friendly, warm, articulate telephone manner with a clear, well-modulated speaking voice.
  12. Strong interpersonal and communication skills are necessary.
  13. Ability to manage stress effectively.
  14. Demonstrated competency to cross cover roles and side work.

Desired Qualifications*

  1. Experience working in a Multidisciplinary Surgical Clinic
  2. Previous experience working with MiChart.
  3. Knowledge of Surgery clinic practices.

Work Schedule

Shift/Days: Monday-Friday, 8:00 am -5:00 pm

Work Locations

Please note: Position is located at North Campus Administrative Complex

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.