Call Center Manager Inbound

Apply Now

Mission Statement

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Who We Are

Physician Relations and Outreach (PRO) is part of the Office of Patient Experience. We are committed to promoting and sustaining the ideal patient and referring physician experience through excellence in patient and family centered care. Each employee is expected to understand and demonstrate that in every interaction we represent our entire organization in the care we provide, and, in the courtesies, we extend to referring physicians, patients, families, and each respective team member.

Physician Relations and Outreach Call Center Manager will actively lead the growth, development, and implementation of referring physician call center program planning for University of Michigan Health (UMH). Manages a 24×7 call center operations that include inbound and outbound calls and Epic referral coordination as part of Physician Relations and Outreach call center services: M-LINE (referring physician 800#) and Provider Access Center (referral coordination for affiliates/partners). Creates an interactive bridge between UMH and its referring physicians to facilitate physician-to-physician consultations, inpatient and outpatient referrals, and patient information requests. 

Why Join Michigan Medicine?

Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world’s most distinguished academic health systems. In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.

What Benefits can you Look Forward to?

• Excellent medical, dental and vision coverage effective on your very first day
• 2:1 Match on retirement savings

Responsibilities*

Administrative

• Develops and manages call center services to support the University of Michigan Health.
• Manages the call center services day-to-day operations, ensures high standards of customer services and achieves service goals.
• Evaluates performance of key metrics (Service levels, Abandonment rate, talk time, handle time, etc.).
• Develops collaborative relationships with physicians, hospital administrators, department heads, and managed care networking partners.
• Responds positively to change, showing willingness to learn new ways to accomplish work.
• Proactively participates in continuous work improvement efforts including identifying ways to reduce wastes and costs.
• Ensures compliance with UMH practice, service, and regulatory standards.
• Maintains security of all databases and confidential personnel information.
• Manages the call center expenses.
• Proactively serves as a resource for clinical and non-clinical departments in determining appropriate access mechanisms and ensuring access standards are met.
• Monitors and ensures call center employees comply with providing quality customer service.
• Adopts practices to improve work processes, enhance customer satisfaction and ensure excellence in daily work.
• Exhibits responsiveness to personnel at all levels by effectively communicating and sharing information at all levels, as well as arriving on time to meetings.
• Communicates effectively in ways that enhance productivity and build respectful relationships.
• Demonstrates active listening, written, verbal, and information technology skills.

Personnel Management

• Demonstrates hiring practices that reflect diversity of people and are consistent with HR guidelines.
• Provides new staff with a comprehensive orientation of the call center.
• Develops and manages the work of the call center trainer, quality improvement coordinator and operational leads.
• Develops and implements strategies for fostering growth and development for call center staff.
• Provides resources and time to facilitate the learning and ongoing development of staff.
• Coaches call center staff through challenging customer service issues.
• Counsels employees and implements development programs and/or disciplinary process in a timely, consistent, and fair manner.
• Utilizes participative management.
• Directs the development, implementation, and refinement of quality management program.
• Provides staff with ongoing feedback related to performance and conducts staff performance appraisals within established guidelines and timetables.
• Manages staff work schedules to ensure sufficient coverage.

Telephony System and Data Analytics

• Assesses and recommends telephony technology in conjunction with PRO technical support team and HITS.
• Troubleshoots and problem solves technical problems in conjunction with telephony vendor, PRO technical support team and HITS.
• Manages call center data dashboard to track and trend KPI measures.
• Analyzes call center data to identify operational improvements.

Required Qualifications*

• Bachelor degree or an equivalent combination of education and experience; 5 or more years experience in call center management
• Experience in leading a dynamic and successful team
• Experience with the University?s administrative functions and systems – HR and Payroll
• Knowledgeable with telephony and cloud technologies (ACD, IVR, VoIP, etc.
• Knowledgeable with Health Information Exchange (HIE) referral workflows
• Experience in people management including, hiring, coaching and performance evaluation
• Excellent interpersonal, communication, organizational and analytical skills
• Knowledge of principles and applications of data management
• Ability to manage competing deadlines, meet scheduled target dates and see tasks through to completion

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Additional Information

SUPERVISION EXERCISED

Functional and administrative supervision of assigned PRO call center staff.

SUPERVISION RECEIVED

Direction will be received from the Senior Administrative Director of Physician Relations and Outreach.

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.

Read Full Description