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Call Center Rep Inbound Inter

How to Apply

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.

Mission Statement

MDentistry: advancing health through education, service, research and discovery.

MDentistry Core Values: Compassion, Leadership, Excellence, Responsibility, Trust, Creativity, and Inclusion.

The mission of the University of Michigan is to serve the people of Michigan and the world through preeminence in creating, communicating, preserving and applying knowledge, art, and academic values, and in developing leaders and citizens who will challenge the present and enrich the future. The University of Michigan is committed to foster learning, to creativity and productivity, and to support the vigorous exchange of ideas and information, not only in the classroom but in the workplace by: Creating a work environment in which people treat each other with respect and dignity, regardless of roles, responsibilities or differences. Providing support, direction and resources enabling us to accomplish the responsibilities of our jobs and to reach the goals that are set for professional and personal growth.

Why Work at Michigan?

The School of Dentistry is consistently ranked as the #1 dental school in the United States and the world. We embrace diversity in many forms and champion diversity of thought and culture. Our Mission, core values, and additional information about our school can be found on our website. The University of Michigan also offerscomprehensive benefits (https://hr.umich.edu/benefits-wellness) to help you stay well and to support you as you plan for a secure future. Benefits include:

+ Generous paid time off for vacations, holidays, sick time, season days, and paid parental leave.

+ A retirement plan that provides two-for-one matching contributions after the first year of employment.

+ Many choices for comprehensive health insurance.

+ Life insurance.

+ Flexible spending accounts for healthcare and dependent care expenses.

+ Work-life programs to strengthen a workplace culture that supports personal and family life, including child care, elder care, lactation resources, and mental and emotional health service.

Responsibilities*

**Telephone Triage** - Manage a high volume of telephone inquiries for Dentistry using standard scripts and procedures, resulting in the scheduling of appointments of appropriate clinic Collects accurate and complete data for documentation of all customer interactions. Secures demographics, legal guardian and emergency contacts, guarantor and insurance coverage information Responds to inquiries submitted via email or electronic health record system. Transfer phone calls not handled by the centralized call center to the appropriate department.

**Appointment Setting** - Schedules appointments accurately and completes all pre-registration tasks (using the MiDent system-Future EPIC). Reschedules and/or cancels appointments; communicates with patients/families and departments/clinics as needed. Investigate and resolve issues related to appointments. Reviews daily work queues to ensure the accuracy of appointment information and completion of needed appointments. Explains the referral process and provides information on how to navigate the process to the patient. Schedule base on particular path for grad clinic Schedule referral patients Send Registration link, additional duties as needed.

**Providing support resources to Patients** - Identify interpretation services as needed for appointments. Provides directions/maps, and parking instructions via email or hard copy Notifies appropriate leader, clinic or provider if is needed to resolve customer complaint/concern Perform a variety of miscellaneous job responsibilities pertinent to the workflow of the position. Receives complex questions and problems from peers and troubleshoots issues as they arise

Required Qualifications*

1+ year of work experience in a call center environment, patient scheduling, or health care registration. Competent in using technology such as handheld computers, word processing, data entry, spreadsheets, and email. Must be able to maintain confidentiality with respect to patient information. Must exhibit a professional and positive image and disposition when interacting with patients, departmental staff members, and allied health professionals. Excellent communication skills. Excellent Acceptable attendance record

Desired Qualifications*

Knowledge with Epic

Work Locations

This position is located at the School of Dentistry at 1011 N University Ave Ann Arbor, MI 48109

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about thework modes (https://hr.umich.edu/working-u-m/my-employment/ways-we-work-resource-center/ways-we-work-implementation-group/modes-work) .

Additional Information

Hybrid Schedule, Onsite training for up to 3 months.

Monday- Friday Clinical Support 8a-5p

Union Affiliation

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.

Background Screening

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.

U-M EEO Statement

The University of Michigan is an equal employment opportunity employer.

Job Detail

Job Opening ID

272216

Working Title

Call Center Rep Inbound Inter

Job Title

Call Center Rep Inbound Inter

Work Location

Ann Arbor Campus

Ann Arbor, MI

Modes of Work

Hybrid

Full/Part Time

Full-Time

Regular/Temporary

Regular

FLSA Status

Nonexempt

Organizational Group

School Dentistry

Department

DENT Patient Services

Posting Begin/End Date

12/19/2025 - 12/26/2025

Salary

$45,219.20 - $65,603.20

Career Interest

Service Employees Intl Union (SEIU)