Call Center Patient Representative

Description

Call Center Patient Representative – Part-Time

Michigan Institute of Urology
14460 Lakeside Circle, Sterling Heights, MI 48313

Michigan Institute of Urology is seeking a Part-Time Call Center Patient Representative to join our team. This position is ideal for someone who enjoys helping patients, is comfortable working in a fast-paced, high-volume environment, and has strong healthcare and customer service experience.

Position Details

• Part-Time: 3 days per week
• Monday availability is required
• Schedule: 8:30 a.m.–5:00 p.m.
• Initial Training/Probationary Period: Position will begin fully in-office for the first 90 days.
• Following successful completion of training and the probationary period, the position will transition to a hybrid schedule, with some days working from home and some days working in the office.

Responsibilities

• Answer a high volume of inbound patient calls in a professional and courteous manner.
• Schedule, reschedule, and cancel patient appointments.
• Assist patients with questions regarding appointments, locations, and general office information.
• Verify insurance information and accurately document patient information.
• Navigate electronic health records and multiple computer systems while speaking with patients.
• Accurately document calls, messages, and patient concerns.
• Route calls and messages to the appropriate department or clinical team when necessary.
• Handle patient concerns and difficult calls with professionalism, patience, and empathy.
• Maintain accuracy and attention to detail while working in a fast-paced environment.
• Meet productivity and quality expectations while providing excellent patient service.

Qualifications

We are looking for someone who has:

• Previous healthcare experience, preferably in a physician office, medical call center, or similar setting.
• Experience with appointment scheduling and/or patient registration.
• Experience with insurance verification.
• Previous experience handling a high volume of inbound calls.
• Strong verbal and written communication skills.
• Excellent customer service and patient-focused communication.
• Strong organization and time-management skills.
• Ability to multitask and prioritize while working across multiple systems.
• Strong attention to detail and accurate documentation skills.
• Ability to remain calm and professional when handling challenging patient interactions.
• Reliable attendance and a strong work ethic.
• Ability to work independently once fully trained and successfully transition to a hybrid environment.

What We’re Looking For

We’re looking for someone who is organized, dependable, professional, patient-focused, and ready to work. The ideal candidate will be comfortable managing a busy call queue while maintaining accuracy and providing patients with a positive experience.

Location:
Michigan Institute of Urology – Call Center
14460 Lakeside Circle
Sterling Heights, MI 48313

GENERAL SUMMARY

The Call Center Patient Representative answers phones promptly and professionally, and is responsible for scheduling patient appointments, entering and updating patient demographic information, and verifying insurance information. 

Requirements

ESSENTIAL JOB FUNCTION/COMPETENCIES

Responsibilities include but are not limited to:

• Responsible for acquiring critical demographic, financial, medical and insurance information from patients in a professional, courteous, caring and compassionate atmosphere.
• Answers telephones in a professional manner.
• Schedules appointments.
• Takes messages for patients using electronic medical records.
• Verifies and updates patient demographic information.
• Registers new patients.
• Addresses patient requests and inquires.
• Resolves patient concerns.
• Returns calls as necessary.
• Updates registration and insurance information for existing patients.
• Performs other position related duties as assigned.
• Employees shall adhere to high standards of ethical conduct and will comply with and assist in complying with all applicable laws and regulations. This will include and not be limited to following the Solaris Health Code of Conduct and all Solaris Health and Affiliated Practice policies and procedures; maintaining the confidentiality of patients' protected health information in compliance with the Health Insurance Portability and Accountability Act (HIPAA); immediately reporting any suspected concerns and/or violations to a supervisor and/or the Compliance Department; and the timely completion the Annual Compliance Training.

CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS

• N/A

KNOWLEDGE | SKILLS | ABILITIES

• Adept at multitasking.
• Customer-oriented with ability to remain calm in difficult situations.
• Detail-oriented.
• Excellent verbal and written communication skills.
• Knowledge in healthcare systems operations such as EMR.
• Skill in using computer programs and applications including Microsoft Office.
• Complies with all health and safety policies of the organization.
• Complies with HIPAA regulations for patient confidentiality.

EDUCATION REQUIREMENTS

• High School Diploma or equivalent required.

EXPERIENCE REQUIREMENTS

• Previous experience in a busy medical office preferred.

REQUIRED TRAVEL

• N/A

PHYSICAL DEMANDS

Carrying Weight Frequency

1-25 lbs. Frequent from 34% to 66%

26-50 lbs. Occasionally from 2% to 33%

Pushing/Pulling Frequency

1-25 lbs. Seldom, up to 2%

100 + lbs. Seldom, up to 2%

Lifting - Height, Weight Frequency

Floor to Chest, 1 -25 lbs. Occasional: from 2% to 33%

Floor to Chest, 26-50 lbs. Seldom: up to 2%

Floor to Waist, 1-25 lbs. Occasional: from 2% to 33%

Floor to Waist, 26-50 lbs. Seldom: up to 2%