Call Center Representative

2 weeks ago

Ann Arbor, Michigan, United States Trinity Health Full time
Job Summary

We are seeking a highly skilled and detail-oriented Call Center Representative to join our team at Trinity Health Medical Group. As a Call Center Representative, you will be responsible for providing exceptional customer service to patients, families, and healthcare providers while ensuring seamless communication and coordination of patient care.

Key Responsibilities
  1. Answer incoming calls, assess the urgency of the call, and direct urgent calls according to established procedures to ensure optimal quality patient care.
  2. Schedule patient appointments, communicate and coordinate scheduling with clinical personnel to optimize patient care and efficiency.
  3. Manage patient referrals and/or prior authorizations, receiving requests from internal and external customers and ensuring that all requests are processed correctly and in a timely manner.
  4. Provide a high level of customer service to all internal and external customers.
  5. Assist patients with MyChart-related questions, keeping current on MyChart updates, changes, and FAQs.
  6. Accurately complete the call center tool, using the call log and on-call MD calendar accurately and appropriately.
  7. Monitor Critical Radiology email box to communicate with hospital labs and physicians.
  8. Manage multiple In-Baskets on incoming orders.
  9. Monitor Vaccine Refrigerator to ensure correct temperatures.
  10. Review, monitor, and perform follow-up on all referral requests and authorizations for outpatient procedures and/or surgeries.
  11. Obtain out-of-network authorizations whenever possible to help patients comply with Primary Care Provider requests.
  12. Accurately document notes into IHA systems concerning the status of referrals, authorizations, or other patient information.
Organizational Expectations
  1. Create a positive, professional, service-oriented work environment for staff, patients, and family members by supporting the mission and values of Trinity Health Medical Group.
  2. Work effectively as a member of the Call Center team, displaying courteous and friendly demeanor.
  3. Assume responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.
  4. Successfully complete all relevant organizational training and adhere to Trinity Health Medical Group standards of care as outlined in the Trinity Health Code of Conduct.
  5. Maintain knowledge of and comply with Trinity Health Medical Group standards, policies, and procedures.
  6. Maintain general knowledge of Trinity Health Medical Group office services and in the use of all relevant office equipment, computer, and manual systems.
  7. Maintain strict confidentiality in compliance with Trinity Health Medical Group and HIPAA guidelines.
  8. Serve as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities, embracing new ideas and respecting cultural differences.
  9. Use resources efficiently.
  10. If applicable, responsible for ongoing professional development - maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.

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