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Call Center Rep Associate

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.

Job Summary

Department Summary:

The University of Michigan (UM) University Health & Counselling (UHC), a unit of Student Life, is a large ambulatory, a multispecialty health clinic that serves a large and diverse student body of more than 50,000 students, as well as UM faculty and staff. UHC provides clinical services throughout its primary care and specialty clinics, as well as health and wellness education and promotion. UHC is committed to promoting and protecting the health of students and other members of the University community so that they achieve their educational and personal goals. Through our programs, services and partnerships, we foster lifelong learning in support of individuals' becoming active participants in their health and wellness.

Position Summary:

To schedule appointments primarily by telephone in an ambulatory setting; to interview patients to determine appropriate clinic, clinician, and time allotment based on patients' medical complaints; register patient information, including demographics and insurance; demonstrating service excellence at all times. As part of our Call Center team at University Health Services, you will have the unique opportunity to provide care for U of M students, faculty, and staff.

Responsibilities*

Screening Calls and Scheduling Appointments (80%)

+ Enter and maintain confidential and accurate patient information, including demographic and insurance information.

+ Determine eligibility status and guide patients to status that should be most beneficial.

+ Schedule new and return visits, determining appropriate resources within clinics based on symptoms and urgency of appointment request, using system smart phrases where applicable.

+ Screen patients to determine isolation vs. non-isolation and schedule in appropriate clinics for an appropriate amount of time.

+ Screen calls involving medical and psychiatric emergencies and direct to appropriate source or initiate electronic message to resource on behalf of patient.

+ Determine the necessity within established guidelines for immediate attention for patient conditions of an emergent nature.

+ Reschedule appointments due to unexpected clinician unavailability; assess patient needs to determine the urgency of scheduling a return visit.

+ Initiate, maintain, and follow-up with scheduling appointments on wait lists.

+ Process In-Basket appointment requests and referrals in work queues.

+ Review self-scheduled appointments for accuracy and make corrections, contacting patients when necessary.

+ Generate prescription refill requests on behalf of patients.

+ Encourage patient utilization of technology by assisting with patient portal sign up and by providing instructions for video visits.

+ Determine need for interpretation services and schedule accordingly.

Other Duties (20%)

+ Demonstrate exceptional customer service and create positive first impression with patients and colleagues

+ Provide information to patients regarding services at UHC and the community (policies and procedures, cost of health care visits).

+ Monitor, several times a day, the cancellation voicemail and relay information to appropriate clinics.

+ Provide outside referral information to the public who are not eligible for UHC.

+ Handle patients who may be reacting to unexpected appointment cancellations.

+ May participate on a committee and have a role in other institute initiatives such as the Quality Improvement Committee, Medicare Wellness program; etc.

+ Participate in patient outreach activities such as proactive patient calls to assist with health maintenance care and compliance.

+ Other duties, as assigned.

Required Qualifications*

+ High school diploma or equivalent.

+ Six months of clerical experience in a medical setting.

+ Some knowledge of medical terminology.

+ Basic computer and data entry skills.

+ Excellent communication and customer service skills.

+ Telephone appointment scheduling experience.

Desired Qualifications*

+ Demonstrated ability to be effective in a fast-paced medical setting.

+ Previous electronic medical record experience.

+ Demonstrated ability to work independently and as a member of a team.

+ Demonstrated ability to multi-task and problem solve.

+ Bi-lingual or multi-lingual skills desired.

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

Position Responsibilities Criteria:

+ Convey professional and positive image when interacting with patients, faculty and staff.

+ Excellent verbal and written communication and customer service skills.

+ Able to multi-task and work in a fast-paced, busy medical setting.

+ Demonstrated ability to work independently and as a member of a team.

+ Able to take direction from multiple disciplines.

+ Flexible working between multiple areas.

+ Communicate appropriately with patients, families, and members of the healthcare team.

+ Expected to exercise judgement in setting priorities.

Financial/Budgetary Responsibility:

None

Working Conditions:

This role involves consistent office/desk work and may be substantially remote.

Physical Requirements:

This role requires remaining in a static position for long periods of time while managing calls from patients.

Direct Reports:

None.

Additional Information

This role may have reporting obligations under Title IX and Clery.

Authorization to work in the U.S. is a precondition of employment and applicants for this position will not be sponsored for work visas.

Salary may vary depending on qualifications, experience, and education of the selected candidate.

Relocation will not be offered for this role.

\#studentlife

Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an equal employment opportunity employer.

Job Detail

Job Opening ID

268357

Working Title

Call Center Rep Associate

Job Title

Call Center Rep Assoc

Work Location

Ann Arbor Campus

Ann Arbor, MI

Modes of Work

Mobile/Remote

Full/Part Time

Full-Time

Regular/Temporary

Regular

FLSA Status

Nonexempt

Organizational Group

Dsa Health Service

Department

Health Svc General Operations

Posting Begin/End Date

9/05/2025 - 9/19/2025

Salary

$35,250.00 - $40,100.00

Career Interest

Administration