Call Center Rep Inter

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.

• Manages a high volume of inbound calls related to appointments, services, billing, insurance, and general inquiries.
• Performs outbound calls to patients, referring providers, or other medical providers.
• Schedule, reschedule, or cancel patient appointments using electronic scheduling systems.
• Verifies and updates patient demographic and insurance information during calls.
• Requests and obtains health records from outside providers to support continuity of care.
• Provides accurate information about clinical locations, hours of operation, and services offered.
• Routes calls and messages to appropriate clinical or administrative staff when needed.
• Documents call interactions accurately and thoroughly.
• May assist in work coordination for other call center staff.
• Provides service training to other call center staff.
• Follow standard operating procedures and meet performance metrics (e.g., call handling time, accuracy).
• Prepares and mails patient itineraries.
• Performs general office duties, including faxing, imaging documents, mail sorting, and delivery.
• Maintain confidentiality and comply with HIPAA regulations in all communications.

• Graduation from high school or equivalent combination of education and experience.
• 2 - 3 years of experience

• Experience working within a health care setting, scheduling patient appointments. Basic medical terminology (may be tested).
• Patient account and/or insurance verification experience.
• Familiarity with Michigan Medicine electronic medical record systems. Knowledge of University policies and procedures.
   

Mon- Fri, 8 am-5 pm, Hybrid schedule. 
 

This position is covered under the collective bargaining agreement between the U-M and the Service Employees International Union (SEIU), which contains and settles all matters with respect to wages, benefits, hours, and other terms and conditions of employment.

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.

The University of Michigan is an equal employment opportunity employer.