Call Center Rep Inbound Inter

Posted: 26-Oct-23

Location: Ann Arbor, Michigan

Salary: Open

Categories:

Staff/Administrative

Internal Number: 239104

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.

Responds to a high volume of telephone inquiries about the school or clinic's services by following standard scripts and procedures. Investigates and resolves complaints. Uses a computer system to track questions and answers as well as enter or check the status of appointments. Applies some advanced skills to the position within assigned functional area. Duties and tasks are frequently nonroutine. Resolves most questions and problems, and refers only the most complex issues to higher levels. Works under minimal supervision. Under FLSA, incumbents in this position are nonexempt.

Telephone Triage (40%)
Manage a high volume of telephone inquiries for Dentistry using standard scripts and procedures, resulting in the scheduling of appointments.
Collects accurate and complete data for documentation of all customer interactions.
Secures demographics, guardian and emergency contacts, guarantor and insurance coverage information
Responds to inquiries submitted via email or electronic health record system.
Transfer phone calls not handled by the centralized call center to the appropriate department

Appointment Setting (40%)
Schedules appointments accurately and completes all pre-registration tasks (using the MiDent system-Future EPIC).
Reschedules and/or cancels appointments; communicates with patients/families and departments/clinics as needed.
Investigate and resolve issues related to appointments.
Review daily work queues to ensure the accuracy of appointment information and completion of needed appointments.
Explain the referral process if required and provide information on how to navigate the process to the patient.
Schedule initial consult appointments
Schedule referral patients or pre-doc clinic once a provider has been identified
Send Registration link

Providing support resources to Patients (20%)
Identify interpretation services as needed for appointments.
Provides directions/maps, and parking instructions via email or hard copy
Notifies appropriate leader, clinic or provider if is needed to resolve customer complaint/concern
Perform a variety of miscellaneous job responsibilities pertinent to the workflow of the position.
Receives complex questions and problems from peers and troubleshoots issues as they arise

• High school diploma or GED
• 1+ year of work experience in a call center environment, patient scheduling, or health care registration.
• Competent in using technology such as handheld computers, word processing, data entry, spreadsheets, and email.
• Must be able to maintain confidentiality with respect to patient information.
• Must exhibit a professional and positive image and disposition when interacting with patients, departmental staff members, and allied health professionals.
• Excellent Acceptable attendance record
  
• Experience working with Epic software.
  

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checks are performed in compliance with the Fair Credit Reporting Act.

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.

The University of Michigan is an equal opportunity/affirmative action employer.

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About University of Michigan – Ann Arbor
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.
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