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.
The cover letter should respond to the following questions:
What attracted you to this position? What qualities/characteristics do you possess that will set you apart from other applicants?
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, 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, Michigan Medicine 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 Michigan Medicine customers.
Proactively serve as a liaison between customers and internal Michigan Medicine 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.
Required to have knowledge and adhere to University and Departmental policies and procedures.
Maintain security of all databases and confidential personnel and patient information.
Must have demonstrated good communication skills, both written and verbal. Must have graduated from high school.
Must be able to use computer system for scheduling of appointments. Must have 2-5 years of experience in a customer service type position where there is substantial interaction with the public.
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.
Excellent attendance record.
1-2 years of call center experience.
Working knowledge of MiChart, and/or Radiology Information System (RIS).
Familiarity with medical terminology.
Experience in a health care environment.
This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act.
Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.
Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.
The University of Michigan is an equal opportunity/affirmative action employer.
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For..." survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.