Call Center Rep Inter

Mission Statement of the University of Michigan School of Dentistry: Enhancing health through education, service, advocacy, research, and discovery.

About the Role

The University of Michigan School of Dentistry, founded in 1875 in Ann Arbor, is a top-ranked, world-renowned institution for dental education, research, and clinical care. It consistently ranks among the top dental schools globally, offering DDS, dental hygiene, and advanced graduate programs, including a unique program for internationally trained dentists.

Provides proficient, independent support as a primary point of contact for patients, providers, and staff by managing a high volume of inbound and outbound calls related to appointments, billing, insurance, and general inquiries. Performs accurate appointment scheduling, patient information verification, and medical record coordination while ensuring thorough documentation of all interactions. Serves as a resource to peers through work coordination and service training, assists with complex inquiries, and performs administrative duties in accordance with HIPAA requirements, standard operating procedures, and established performance metrics.

Visa sponsorship is not available for this position.

Responsibilities

• Manages a high volume of inbound calls related to appointments, services, billing, insurance, and general inquiries.
• Performs outbound calls to patients, referring providers, or other medical providers.
• Schedules, reschedules, or cancels patient appointments using electronic scheduling systems.
• Verifies and updates patient demographic and insurance information during calls.
• Requests and obtains health records from outside providers to support continuity of care.
• Provides accurate information about clinical locations, hours of operation, and services offered.
• Routes calls and messages to appropriate clinical or administrative staff when needed.
• Documents call interactions accurately and thoroughly.
• May assist in work coordination for other call center staff.
• Provides service training to other call center staff.
• Follows standard operating procedures and meets performance metrics (e.g., call handling time, accuracy).
• Prepares and mails patient itineraries.
• Performs general office duties, including faxing, imaging documents, mail sorting, and delivery.
• Maintains confidentiality and complies with HIPAA regulations in all communications.

Qualifications

Required Qualifications

• Graduation from high school or an equivalent combination of education and experience.
• 2 - 3 years of experience.

Skills

• Clear verbal and written communication.
• Basic computer skills.
• Ability to multitask in a fast-paced clinical environment.
• Ability to communicate with diverse populations.
• Ability to maintain patient confidentiality.
• Excellent organization skills and attention to detail.
• Reliable attendance.
• Enthusiasm, dependability, initiative, and prioritization skills.
• Professional and positive demeanor.

Desired Qualifications

• Experience working within a health care setting, scheduling patient appointments.
• Basic medical terminology (may be tested).
• Patient account and/or insurance verification experience.
• Familiarity with Michigan Medicine electronic medical record systems.
• Knowledge of University policies and procedures.

Core Values

• Compassion: We approach each interaction with collegiality, empathy, and professionalism, recognizing the unique contributions of each individual.
• Leadership: We empower each person to lead and contribute to our shared goals.
• Excellence: We uphold high standards and drive progress in healthcare.
• Responsibility: We promote integrity, professionalism, and accountability to ensure ethical decision-making.
• Trust: We commit to an honest, transparent environment that fosters healthy relationships.
• Creativity: We approach problems with bold thinking by crafting innovative solutions that benefit our community.
• Belonging: We embrace and celebrate our diverse community by fostering a sense of inclusion and belonging.

Benefits

The University of Michigan offers comprehensive benefits 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.
• 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 services.
• Flexible spending accounts for healthcare and dependent care expenses.

Schedule

• Work Schedule: Monday - Friday, 8 am - 5 pm.
• Work Mode: Remote with rotation onsite monthly and when requested. Training onsite only.

Work Location

School of Dentistry, 1011 N. University Ave, Ann Arbor, MI 48109

This position is covered under the collective bargaining agreement between the U-M and the Service Employees International Union (SEIU).