Join Our Team: Call Center Patient Representative

Michigan Institute of Urology (MIU) is seeking a high-energy, organized, and compassionate Call Center Patient Representative to join our Sterling Heights team. This is a critical role where you serve as the first point of contact for our patients, ensuring they receive the professional care and coordination they deserve.

The Details

• Job Type: Full-time
• Location: Sterling Heights, MI
• Schedule: Monday – Friday, 8:00 AM – 5:00 PM
• Onsite Requirements: This position is 100% onsite in Sterling Heights for the first 90 days.
• Hybrid Potential: Following the initial 90-day onsite period and successful training, this role is eligible to transition to a hybrid schedule.

Key Responsibilities

• High-Volume Communication: Manage a high volume of inbound calls (100+) in a professional, courteous, and calm manner.
• Patient Coordination: Schedule appointments, register new patients, and address inquiries or concerns with empathy.
• Data Integrity: Accuracy is key! You will acquire and update critical demographic, financial, and insurance information within the EMR system.
• Clinical Support: Take detailed messages for medical staff and return patient calls promptly.
• Problem Solving: Navigate patient requests and resolve concerns efficiently in a fast-paced environment.

What We Are Looking For

We are searching for a candidate who thrives under pressure and can juggle multiple tasks without losing focus on the details.

• Experience: Previous experience in a busy medical office, front desk, or medical scheduling is strongly preferred.
• Communication Skills: Exceptional phone etiquette and the ability to explain complex information clearly and kindly.
• Technical Savvy: Proficiency in Microsoft Office and experience with Electronic Medical Records (EMR) systems.
• Organization: The ability to remain organized and detail-oriented while managing a high-stress, high-volume workload.
• Professionalism: A commitment to HIPAA regulations, patient confidentiality, and ethical conduct.

Why Michigan Institute of Urology?

At MIU, we value efficiency and the ability to build trust with our patients from the very first phone call. You will be part of a supportive team that prioritizes excellence in patient service and operational success.

To Apply: If you are a multitasker who excels in a high-volume healthcare setting, please submit your resume for consideration.

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. 

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%