We, the staff and faculty of the Frankel Cardiovascular Center (FCVC) team, are committed to advancing medicine and serving humanity through living and teaching our core values of Respect and Compassion; Collaboration; Innovation; and Commitment to Excellence.
Each FCVC employee is expected to understand and demonstrate that in every interaction we represent our entire organization in the care we provide and in the courtesies we extend to patients, families, and each respective team member. The FCVC is dedicated to partnering with patients and families to deliver the safest and highest quality of health care.
Specifically, in this position you will need to provide prompt, courteous customer service to patients and referring providers, through the facilitation of various call center functions including triage, maintenance of clinic schedules, appointments and health record management. Responds to a high volume of telephone inquiries following Michigan Medicine and departmental scripts and procedures. Provides expertise in the completion of call center functions, including detailed scheduling including assistance associated with new patients and/or scheduling patients across many locations. Provides in-service training to other call center staff and may assist in work coordination over other call center staff. Requires flexibility in all aspects of work assignments.
To be considered for this position, a cover letter is required and should be attached as the first page with your resume. The cover letter should address each of the following points in about 50 words or less:
Describe your background and qualifications and why you believe you would be a good fit for this position at the FCVC.
Outline your service excellence skills and experiences which would be applicable to this position.
In your most recent position, how was service excellence emphasized.
Describe a situation in which a customer or colleague was upset and the steps you took to resolve the issue to a reasonable conclusion.
Serve as a care coordinator in the Frankel Cardiovascular Call Center and Clinic (FCVC) New Patient Access center with dedicated support to our cardiac and vascular surgery programs; provide clerical support services to triage all new patient and return visit appointments for clinic visits and ancillary testing (as required) and provide initial triage for medical record retrieval.
Provide onsite support to the surgical specialties.
Work in collaboration with the clinic leads to coordinate patients' appointments, procedure scheduling and any other services for patients / families / referring physicians.
Provide support to the surgical teams to improve care and coordination.
Coordinate all aspects of the new patient ad return visits to exceed expectations of our patients / families and referring physicians.
Demonstrate excellent customer service and marketing skills in all interactions with new and existing patients, referring physicians, faculty and staff.
Perform various scheduling duties for the New Patient Access Center including routine scheduling, resource processing for clinics, mailing and confirming appointments, and triaging scheduling issues from clerical colleagues.
Supervision Received: General supervision received from the FCVC Call Center Manager. Functional supervision from CVC Patient Services Senior. Staff members in this classification are expected to exercise judgement in identifying problems, seeking and implementing solutions.
Supervision Exercised: None.
High School Diploma or GED.
3 years of experience in customer service industry or relevant patient care work history.
Knowledge of basic medical terminology.
Prior experience performing complex scheduling.
Familiarity with obtaining medical records or professional medical billing.
Financial counseling experience for healthcare patients.
Exceptional interpersonal skills and ability to work well within a team setting.
Demonstrates active listening, written, verbal and information technology skill.
Experience working within a large, complex health care setting.
Familiarity with UMHS electronic medical record systems.
Previous experience in a call center and/or working with Aspect Phone System.
Ability to multi-task and work in a high volume area.
Effective verbal and written communication skills.
Comfortable working with computers and general knowledge of office practices.
Knowledge of University policies and procedures.
Days, Monday - Friday, 40 hours.
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.
Internal Number: 178002
About University of Michigan - Ann Arbor
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.