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Senior Call Center Representative

2 months ago

Ann Arbor, Michigan, United States University of Michigan Full time
Job Summary

We are seeking a highly skilled and experienced Senior Call Center Representative to join our team at the University of Michigan. As a key member of our access center, you will be responsible for providing exceptional customer service to patients and referring providers through various call center functions.

Key Responsibilities
  • Provide customer service to patients and referring providers through phone triage, scheduling, and health record management.
  • Respond to a high volume of telephone inquiries following established scripts and procedures.
  • Maintain accurate and up-to-date patient information, including demographics, insurance, and authorizations.
  • Initiate, route, and follow up on correspondence with clinicians regarding patient information.
  • Efficiently perform general office duties, including faxing, imaging documents, and mail sorting.
Requirements
  • High school diploma or equivalent required; associate's degree in business, health administration, or related field preferred.
  • 5+ years of experience in customer service, with at least 2 years in a high-volume contact center.
  • Mastery of ambulatory scheduling workflows and electronic health record systems.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Ability to work independently and as part of a team.
Preferred Qualifications
  • Associates degree in business, health administration, or related field.
  • Proficient communication skills and results-oriented leadership approach.
  • 1 year experience working in the Michigan Medicine Ambulatory Care division.
  • Familiarity with EPIC electronic medical record system.
What We Offer
  • Excellent medical, dental, and vision coverage.
  • 2:1 match on retirement savings.
  • Opportunities for professional growth and development.