Call Center Rep Senior

Job Summary

Provides customer service to patients and referring providers, through the facilitation of various call center functions including phone triage, maintenance of clinic schedules and appointments and health record management. Responds to a high volume of telephone inquiries following Michigan Medicine and departmental scripts and procedures. Role held by an experienced staff member. Required to float between various contact center divisions as needed.

• Contributes to the overall success of the access center which could include filling scheduling openings via referral work queues, recall lists, waitlists, etc.
• Demonstrates customer excellence in answering incoming phones and retrieval of voicemail messages
• Schedules patient appointments and procedures in a timely and accurate manner and informs patients of any necessary preparation in accordance with establish guidelines
• Gathers and verifies patient demographics, insurance, authorizations, as well as referring and/or primary care physician information and other pertinent information, as appropriate
• Initiates, routes and follows up on correspondence with clinicians regarding patient information, including efficient us of the electronic health record system in-boxes
• Requests and obtains accurate and timely health record from outside providers to support continuity of care
• Prepares patient itineraries, assembles and mails patient information packets
• Efficiently performs general office duties to include faxing, imaging documents, mail sorting and delivery.
• Additional duties as assigned

• High school diploma or GED
• 5+ years of experience, including considerable customer service experience
• Mastery of ambulatory scheduling workflows
• Flexible and innovative
• At least 6 months to 2 years of work experience in a high-volume contact center
• Experience with training Ambulatory Care workflows
• Adheres to a high standard of personal and professional conduct; possess excellent customer service, interpersonal, written and verbal communication skills, and demonstrated ability to interact with a diverse population
• Be an active team player with the ability to work independently
• Advanced clerical skills including proper telephone technique, typing, computer and data entry skills as well as advanced knowledge of MS Word and Excel
• Demonstrates active listening, written, verbal and information technology skills
• Exceptional interpersonal skills and ability to work well within a team setting
• Possess strong organization and prioritization skills; ability to handle multiple responsibilities in a fast-paced environment and demonstrated problem solving skills