Call Center Representative - Full time - Sterling Heights
GENERAL SUMMARY:
Under supervision and in accordance with established protocols, schedule patient appointments across multiple locations as part of a busy call center team working remotely or in the office. Handle new patient registration, update registration, and all insurance details. Respond to telephone inquiries and all other forms of communication from all callers or patients. Follow protocols for all requests, needs, and messages. Act as an advocate for callers or patients to ensure their needs are met. Serve as a welcoming presence for all callers or patients, fostering loyalty and anticipating needs while providing efficient and effective customer service.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Strong team player working as a team to handle a high volume of inbound calls, up to or over 2,000 per day, in a timely and professional manner, with the expectation of handling a minimum of 80 plus calls per shift individually.
- Follow company call guidelines when managing different types of calls. Defuse situations involving dissatisfied patients by providing resolution and support.
- Respond to telephone inquiries and other communication channels to assist, schedule, reschedule, cancel, and confirm patient appointments.
- Triage patients with medical eye issues and make skilled decisions based on answers about when and where to schedule.
- Schedule special services along with general appointments for 85-plus doctors across 21-plus offices.
- Facilitate new patient registration and update existing registration.
- Obtain, validate, and verify insurance details using manual and online search tools.
- Collaborate with managers, office staff, insurance verification team, and other departments as needed.
- Learn and stay updated on enhancements to our database, contact center software, and MS Office.
- Possess effective verbal and written communication skills to clearly document customer situations and build rapport with excellent interpersonal skills.
- Ask appropriate and relevant questions to determine customer needs, including ASL and foreign language interpreter services via telephony.
- Demonstrate proven problem-solving and decision-making skills. Listen, process transactions, and interact with customers simultaneously in a fast-paced setting.
- Communicate compliments or complaints to supervisors or managers for recognition or resolution.
- Strong multitasking skills with the ability to move between browsers, screens, Email, TEAMS CHAT regularly throughout the day, and review other written sources to stay updated on all communication and changes within the call center and Henry Ford OptimEyes SOPs.
- Complete all courses assigned through HFHS University.
- Adhere to Quality Assurance standards.
- Follow Workforce Management standards.
- Comply with HFHS's established code of conduct.
- Adhere to established HIPAA guidelines.
- Perform other duties as assigned.
EDUCATION/EXPERIENCE REQUIRED:
Two years of customer service experience. An associate’s degree in business or a related field is preferred.
Previous clinical/customer service experience helpful.
Strong computer skills and working knowledge of Microsoft Office products.
Maintains the established Quality Assurance & Workforce Adherence goals.
Must have excellent communication skills, both verbal and written.
Must display strong listening skills.
Must be willing to instruct others.
Requires the ability to make sound decisions.
Must be able to multitask.
CERTIFICATIONS/LICENSURES REQUIRED:
Must meet or exceed core customer service responsibilities, standards, and behaviors as outlined in the HFHS’ Customer Service Policy
Must practice the customer skills as provided through ongoing training and in-services.
PHYSICAL DEMANDS/WORKING CONDITIONS:
Work in a healthcare Call Center environment and/or remote office.
May experience mental/visual strain due to the nature of job requirements.
May sit for extended periods of time.
Must have a quiet workspace, free of all noise and distractions.
Work in a complex environment with frequent changes.
Must relocate to the office to complete your shift if remote connection is disrupted.
Additional Details
This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.
Overview
Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers.
Benefits
The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is
committed to the hiring, advancement and fair treatment of all individuals without regard to
race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,
weight, marital status, family status, gender identity, sexual orientation, and genetic information,
or any other protected status in accordance with applicable federal and state laws.