Call Center Representative in Ann Arbor, Michigan

Call Center offers a $3 shift differential after 5pm and on the 

weekends

POSITION DESCRIPTION:

Answers incoming calls, assesses the urgency of the call, appropriately

triages and directs urgent calls according to established procedures to ensure optimal quality patient care.  Schedules patient appointments, communicates and coordinates scheduling with clinical personnel to optimize patient care and efficiency.  Manages patient referrals and/or prior

authorizations, by receiving requests from internal and external customers and ensures that all requests are processed correctly and in a timely manner.  Provides a high level of customer service to all internal and external customers.

ESSENTIAL JOB FUNCTIONS: The following job functions may not be the responsibility of all Call Center Representative I’s. Some Call Center Representative I’s will be assigned work that has more focused responsibilities, depending on assigned shift.

Answers incoming calls, assesses the urgency of the call, appropriately

triages and directs urgent calls according to established procedures to ensure optimal quality patient care; may schedule appointments for urgent problems; communicates and coordinates scheduling with clinical personnel to optimize patient care and efficiency.

Answers calls for Ancillary Services and determines

criteria for inclusion of services.

Pulls On-Call Report to verify providers are on-call for afternoon, evening and weekend shifts.

Monitors Phone Queues to determine physician paging.

Takes calls from (844)

IHA-DOCS to get patient priorities for appointments.

Accurately and competently pages appropriate on-call providers per protocols.

Schedules patient appointments; obtains appropriate

information, enters preliminary account data into Patient Chart.

Completes Patient Pre-Registration prior to their appointment; creates charts.

Prints

SIOH Resources to enable outreach to patients to communicate resources available.

Records messages for physicians and staff accurately, with complete information required, and ensures that it is tasked appropriately through

IHA EMR system. 

Assists patients with

MyChart-related questions. Keeps current on

MyChart updates, changes and

FAQ’s.

Accurately completes the call center tool. [Uses the call log and on-call
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