About the position
The Call Center Advisor position at the Detroit Medical Center (DMC) is a vital role within a nationally recognized healthcare system that has been serving patients and families throughout Michigan for over 150 years. This position is responsible for managing incoming and outgoing calls for the assigned department, which includes conducting physician/program/patient satisfaction surveys and sending pre-appointment/scheduling reminders. The advisor will also provide tele-health services, which encompass scheduling appointments for physicians, diagnostic tests, and educational classes, as well as handling specialty consult line requests. In this role, the advisor will respond to inquiries from callers and refer them to the appropriate physician, department, or program based on the information provided. It is crucial for the advisor to identify calls of a serious or urgent nature and direct them to the appropriate urgent/emergent care environment or triage function. The advisor will interpret customer needs and utilize a computerized database to assist in arranging resources that enhance customer satisfaction. This includes identifying support programs and treatment options that can improve the quality of life for patients. The advisor will also be responsible for collecting and verifying necessary demographic and insurance data, verifying insurance coverage and benefit levels, and obtaining necessary authorizations and referrals. They will explain the completion of appropriate forms to patients and families to ensure that necessary consent forms and signatures are obtained. Additionally, the advisor will provide financial counseling services to assist patients in identifying and obtaining payment sources. The role includes completing charge entry, monitoring and reconciling patient accounts to ensure accurate billing, and ensuring compliance with third-party payor requirements. The advisor will also generate marketing reports, maintain patient service records, and conduct routine database profile updates and audits. Participation in continuous quality improvement initiatives to achieve high levels of customer satisfaction is also a key aspect of this position, along with acting as a community liaison through participation in DMC-sponsored health initiatives.
Responsibilities
- Answer incoming calls and initiate outbound calls for the assigned department.
- Conduct physician/program/patient satisfaction surveys and pre-appointment/scheduling reminders.
- Provide tele-health services including appointment scheduling and educational class/seminar schedules.
- Respond to inquiries and refer callers to the appropriate physician, department, or program.
- Identify serious/urgent calls and direct them to the appropriate care environment or triage function.
- Utilize a computerized database to assist in arranging resources for customer satisfaction.
- Collect and verify necessary demographic and insurance data.
- Verify insurance coverage and benefit levels, and obtain necessary authorizations and referrals.
- Explain how to complete appropriate forms to patients and families.
- Provide financial counseling services to assist patients in identifying payment sources.
- Complete charge entry and monitor patient accounts for accurate billing production.
- Ensure compliance with third-party payor requirements.
- Generate database, word processing, and spreadsheet marketing reports.
- Maintain patient service records and conduct routine database profile updates and audits.
- Participate in continuous quality improvements to achieve high levels of customer satisfaction.
- Act as a community liaison through participation in DMC-sponsored health initiatives.
Requirements
- High school diploma or equivalent required.
- Two to five years of college-level coursework and/or related experience in the healthcare field preferred.
- Two years of experience with direct patient and/or physician contact in a clinical or administrative setting required.
- At least one year of experience with the same software program and customer base as the DMC Call Center preferred.
- Two to five progressive years of work experience in insurance, medical record, billing, or related area preferred.
- Ability to speak Arabic or Spanish preferred.
Nice-to-haves
- Experience in a clinical or administrative setting working with the same software program and customer base as the DMC Call Center.
- Bilingual skills in Arabic or Spanish.
