Experienced Call Center Representative

Qualifications

• Required to have knowledge and adhere to University and Departmental policies and procedures
• Maintain security of all databases and confidential personnel and patient information
• High School diploma or equivalent
• 2+ years of customer service experience
• Must have demonstrated good communication skills, both written and verbal
• Must be able to use computer system for scheduling of appointments
• Excellent attendance record
• Adhere to high standards of teamwork by demonstrating adaptability, flexibility, and consistently sharing information and resources with others
• Ability to work independently in an ever-changing and potentially stressful environment
• Demonstrate dependability, initiative, ability to prioritize, and ability to accept direction
• Strong organizational skills
• 1-2 years of call center experience
• Working knowledge of MiChart
• Familiarity with medical terminology
• Experience in a health care environment

• Monday-Friday, Day Shift, Unspecified hours

• Responsible customer relationship position providing communication services in a call/customer contact center environment; meeting the highest standards of customer service in the Department of Radiology
• Facilitates communications between patients, the public, payers, referring physicians and other health care providers seeking access to Michigan Medicine clinical and/or administrative personnel or services
• Provide information, service and support to referring physicians, consumers, UMHS staff and faculty, and other healthcare professionals
• Coordinate the scheduling of patient and physician appointments and referrals
• Communicate/collaborate with internal and external customers to ensure an integrated approach to service
• Utilize superior telephone technique, customer service etiquette, and customer recovery skills to meet the individual needs of UMHS customers
• Proactively serve as a liaison between customers and internal UMHS personnel to ensure adequate response and customer/patient satisfaction
• Cover 7 service areas in the Call Center/Contact Center
• Conduct a screening process to evaluate site specific criteria and assess medical preparatory instructions
• Collects accurate and complete data for documentation of all customer interactions
• Maintain up to date and detailed scheduling requirements for all divisions of Radiology supported by the Call Center
• Meets or exceeds performance quality standards established through Quality Monitoring Programs
• Perform all other office duties related to the scheduling process
• Utilize paging system to contact appropriate staff as required
• Demonstrate ability to complete multiple tasks independently
• Identify and track reoccurring operational problems and participate in resolution