Call Center Representative

Under general supervision, follows established protocols to schedule patient
appointments for specified practice groups and/or multiple locations. Performs new
patient registration; updates registration and insurance information; responds to
telephone inquiries from all callers/customers; follows established protocols for
prescription request and/or messaging. Advocates on the caller/customer behalf to
ensure their needs are met. Acts as a welcoming front door for all callers/customers,
instilling loyalty and anticipating needs, while providing efficient, effective customer
relationship management.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Responds to telephone inquiries from patients, physicians, employees and other
  callers/customers regarding referrals, appointments, prescription refills, provider
  messages and services within HFHS.
• Facilitates new patient registration, updates current registration and insurance
  information.
• Validates and verifies insurance information using online tools and/or contract
  summary/registration manual. Utilizes insurance verification department as needed.
• Utilizes all resources such as: CarePlus, Rcopia, eTEF, etc., to assist with
  caller/customer’s needs.
• Communicates HFHS compliments/complaints to supervisor/manager for
  recognition and/or resolution.
• Reads email periodically throughout the day and reviews other written sources to
  keep up to date on all communication/changes within the Contact Center.
• Passes MEDIPAC core competencies as required by HFMG
• Passes all assigned courses via HFHS University.
• Follows Quality Assurance standards.
• Follows Workforce Management standards.
• Follows HFHS established code of conduct.
• Follows established HIPAA guidelines.
• Other duties as assigned

EDUCATION/EXPERIENCE REQUIRED:

• Two years customer service experience required.
• An Associate’s degree in business
  or related field preferred.
• Previous HFHS 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 multi-task.
• Must be able to type 25 wpm.

Must possess the following personal qualities:

• Be self-directed
• Be flexible and committed to the team concept
• Demonstrate teamwork, initiative and willingness to learn
• Be open to new learning experiences
• Accepts and respects diversity without judgment
• Demonstrates customer service values

PHYSICAL DEMANDS/WORKING CONDITIONS:

• Work in a health care Contact Center environment.
• May experience mental/visual strain due to the nature of job requirements.
• May sit for extended periods of time.
• Must be physically able to ambulate within the NCO Contact Center and parking
  structure.
• Work in a complex environment with frequent changes.

Overview
Henry Ford Health System, one of the largest and most comprehensive integrated U.S. health

care systems, is a national leader in clinical care, research and education. The system includes

the 1,200-member Henry Ford Medical Group, five hospitals, Health Alliance Plan (a health

insurance and wellness company), Henry Ford Physician Network, a 150-site ambulatory

network and many other health-related entities throughout southeast Michigan, providing a

full continuum of care. In 2015, Henry Ford provided $299 million in uncompensated care.

The health system also is a major economic driver in Michigan and employs more than 24,600

employees. Henry Ford is a 2011Malcolm Baldrige National Quality Award recipient. The

health system is led by President and CEO Wright Lassiter III. To learn more, visit
HenryFord.com
.

Benefits
Whether it’s offering a new medical option, helping you make healthier lifestyle choices or

making the employee enrollment selection experience easier, it’s all about choice. Henry

Ford Health System has a new approach for its employee benefits program – My Choice

Rewards. My Choice Rewards is a program as diverse as the people it serves. There are

dozens of options for all of our employees including compensation, benefits, work/life balance

and learning – options that enhance your career and add value to your personal life. As an

employee you are provided access to Retirement Programs, an Employee Assistance Program

(Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness

and access to day care services at Bright Horizons Midtown Detroit, and a whole host of other

benefits and services.

Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health System 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.