Call Center Representative

Responsible for handling multiple outgoing and incoming calls to service multiple offices. Scheduling appointments, verifying insurance information, and maintaining database. Tracking, formatting and reporting progress using MS Excel. Continuously thinking of ways to develop and improve workflow. Ensures timely turnaround of all customer service correspondence. Communicates and corresponds with multiple offices and other internal departments. Researches and resolves any customer service issues.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Identify and contact patients who are due for appointments, and schedule appropriately
• Maintain database, ensuring accuracy of patient information.
• Verify and update insurance information.
• Track and log progress on a daily basis.
• Process and complete online appointment requests.
• Accept, handle or forward incoming calls from 800 line professionally.
• Correspond and communicate with appropriate departments within organization.
• Identify, research, resolve and respond to customer service issues.
• Seeks solutions and communicates with department manager.
• Develops and grows positive working relationship with team and organization.
• Projects a professional image in all service correspondence.
• Maintains organized files and reports any discrepancies to department manager.
• Attends functions/training to gain knowledge of billing/process and vendor product.
• Assumes and performs other duties and responsibilities not specifically outlines herein, but which are logically and properly inherent to the position.

EDUCATION/EXPERIENCE REQUIRED:

• High school diploma or G.E.D.
• Prior administrative/clerical experience in a corporate office preferred.
• Proficient in Microsoft Office and Windows.
• Must be able to demonstrate problem solving skills.
• Must have excellent customer service skills.
• Must display a positive customer service attitude.
• Must be able to be flexible in work hours.
• Must have effective oral and written communications.
• Must have organizational and time management skills that result in high productivity.

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.