How to Apply
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.
Job Summary
Department Summary:
University Health Service (UHS) provides high quality health care services to University of Michigan Students along with some Faculty/Staff. UHS is actively seeking compassionate, enthusiastic and patient-focused individuals who will share in the goal of patients and families first.
Position Summary:
Serve as a lead to provide guidance and direction to our Call Center Team. Schedule appointments primarily by telephone in an ambulatory setting; to interview patients to determine appropriate clinic, clinician, and time allotment based on patients' medical complaints; register patient information, including demographics and insurance; demonstrate Service Excellence at all times. As part of our Call Center team at University Health & Counseling, you will have the unique opportunity to provide care for U of M students, faculty, and staff.
Responsibilities*
Screening Calls and Scheduling Appointments (45%)
- Enter and maintain confidential and accurate patient information, including demographic and insurance information.
- Determine eligibility status and guide patients to status that should be most beneficial.
- Schedule new and return visits, determining appropriate resources within clinics based on symptoms and urgency of appointment request, using system smart phrases where applicable.
- Screen patients to determine isolation vs. non-isolation and schedule in appropriate clinics for appropriate amount of time.
- Screen calls involving medical and psychiatric emergencies and direct to the appropriate source or initiate electronic message to resource on behalf of the patient.
- Determine the necessity within established guidelines for immediate attention for patient conditions of an emergent nature.
- Reschedule appointments due to unexpected clinician unavailability; assess patient needs to determine the urgency of scheduling a return visit.
- Initiate, maintain, and follow-up with scheduling appointments on wait lists.
- Process In-Basket appointment requests and referrals in work queues.
- Review self-scheduled appointments for accuracy and make corrections, contacting patient when necessary.
- Generate prescription refill requests on behalf of patient.
- Encourage patient utilization of technology by assisting with patient portal sign up and by providing instructions for video visits.
- Determine need for interpretation services and schedule accordingly.
Call Center Lead Duties (35%)
- Serve as a point of contact for clinicians, nurses, and other staff for assistance with high-priority scheduling such as addressing a scheduling error that needs immediate attention; calling the patient directly on behalf of the clinician to ask specific questions or provide time-sensitive information.
- Serve as backup for Template Editor for basic template adjustments, creating or modifying the UHS-All daily schedule driven by the clinicians' schedule and/or accommodations; monitor the UHS-Time template for scheduling requests.
- Develop a daily schedule for Call Center team for operation movement such as establishing breaks with coverage for the work assignments.
- Support the new onboarding and training for new employees in the call center by facilitating an overview of the scheduling, registration, in basket work and phone; monitor new employees call center progress.
- Attend Call Center Lead weekly huddles to support operation needs such as creating the team meeting agendas; support Call Center Supervisor with staff's productivity.
- Special projects, as assigned.
- Other duties, as assigned.
Other Duties (20%):
- Demonstrate exceptional customer service and create a positive first impression.
- Provide information to patients regarding services at UHS and the community (policies and procedures, cost of health care visits).
- Monitor, several times a day, the cancellation voicemail and relay information to appropriate clinics.
- Provide outside referral information to the public who are not eligible for UHS.
- Handle patients who may be reacting to unexpected appointment cancellations.
- May participate on a committee and have a role in other institute initiatives such as the Quality Improvement Committee, Medicare Wellness program; etc.
- Participate in patient outreach activities such as proactive patient calls to assist with health maintenance care and compliance.
Required Qualifications*
- High school diploma or equivalent.
- One year of call center or clerical experience in a medical setting.
- Basic knowledge of medical terminology.
- Basic computer and data entry skills.
- Customer service skills.
- Telephone appointment scheduling experience.
Desired Qualifications*
- Demonstrated ability to be effective in a fast-paced medical setting.
- Previous electronic medical record experience.
- Solid knowledge of Excel, Google docs, Slack.
- Demonstrated ability to work independently and as a member of a team.
- Demonstrated ability to multi-task and problem solve.
- Bi-lingual or multi-lingual skills desired.
Modes of Work
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.
Additional Information
Position Responsibilities Criteria (leadership and behavioral qualities expected in this position):
- Convey professional and positive image when interacting with patients, faculty and staff.
- Able to multi-task and work in a fast-paced, busy medical setting.
- Demonstrated ability to work independently and as a member of a team
- Able to take direction from multiple disciplines.
- Flexible to work between multiple areas.
- Excellent verbal and written communication and customer service skills with the ability to communicate appropriately with patients, families, and members of the healthcare team.
- Expected to exercise judgement in setting priorities.
Working Conditions:
- This role involves consistent office/desk work.
Physical Requirements:
- For the most part, this role is at a desk handling the phone.
This role may have reporting obligations under Title IX and Clery.
Authorization to work in the U.S. is a precondition of employment and applicants for this position will not be sponsored for work visas.
Relocation will not be offered for this position.
Salary may vary depending on qualifications, experience, and education of the selected candidate.
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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.