Job Title

QualificationsRequired to have knowledge and adhere to University and Departmental policies and proceduresMaintain security of all databases and confidential personnel and patient informationHigh School diploma or equivalent2+ years of customer service experienceMust have demonstrated good communication skills, both written and verbalMust be able to use computer system for scheduling of appointmentsExcellent attendance recordAdhere to high standards of teamwork by demonstrating adaptability, flexibility, and consistently sharing information and resources with othersAbility to work independently in an ever-changing and potentially stressful environmentDemonstrate dependability, initiative, ability to prioritize, and ability to accept directionStrong organizational skills1-2 years of call center experienceWorking knowledge of MiChartFamiliarity with medical terminologyExperience in a health care environmentBenefitsMonday-Friday, Day Shift, Unspecified hoursResponsibilitiesResponsible customer relationship position providing communication services in a call/customer contact center environment; meeting the highest standards of customer service in the Department of RadiologyFacilitates communications between patients, the public, payers, referring physicians and other health care providers seeking access to Michigan Medicine clinical and/or administrative personnel or servicesProvide information, service and support to referring physicians, consumers, UMHS staff and faculty, and other healthcare professionalsCoordinate the scheduling of patient and physician appointments and referralsCommunicate/collaborate with internal and external customers to ensure an integrated approach to serviceUtilize superior telephone technique, customer service etiquette, and customer recovery skills to meet the individual needs of UMHS customersProactively serve as a liaison between customers and internal UMHS personnel to ensure adequate response and customer/patient satisfactionCover 7 service areas in the Call Center/Contact CenterConduct a screening process to evaluate site specific criteria and assess medical preparatory instructionsCollects accurate and complete data for documentation of all customer interactionsMaintain up to date and detailed scheduling requirements for all divisions of Radiology supported by the Call CenterMeets or exceeds performance quality standards established through Quality Monitoring ProgramsPerform all other office duties related to the scheduling processUtilize paging system to contact appropriate staff as requiredDemonstrate ability to complete multiple tasks independentlyIdentify and track reoccurring operational problems and participate in resolution