Physician Relations Representative Senior / Inter
A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position. Please include where you heard about this position.
Job Summary
Physician Relations and Outreach 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.
The Senior Physician Relations Representative serves as a dedicated, and highly skilled, customer service contact between the referring physician and Michigan Medicine. Approximately 16,000 providers across the state of Michigan and northern Ohio access M-LINE (dedicated 800# for referring physicians) and the Provider Access Center (referral coordination service for affiliates/partners) to coordinate care with U-M providers. The Senior Physician Relations Representative will cross train and rotate between M-LINE and the Provider Access Center to create the ideal referring physician experience and support coordination of care with Michigan Medicine affiliates.
Responsibilities*
Customer Service Representative:
- Manage large amounts of customer interactions (calls, faxes, emails, eReferrals).
- Provide accurate Michigan Medicine information about clinical departments, specialty clinics, and outpatient facilities.
- Identify and assess customers' needs to achieve satisfaction and create the ideal referring physician experience.
- Build sustainable relationships and trust with physician practices through open and interactive communication.
- Proficient in medical terminology to effectively engage with health care professionals.
- Utilize on-call procedures to identify appropriate on-call U-M physicians for consultations and transfer requests.
- Facilitate urgent transfer requests for stroke patients to Michigan Medicine.
- Manage daily volume of Care Everywhere eReferrals and confirm diagnosis and medical documentation.
- Resolve any emerging problems that referring physicians might face with accuracy and efficiency.
- Serve as an advocate for the referring physicians and take the extra mile to engage customers.
- Identify service gaps and communicate innovative solutions to team and/or manager.
- Communicate effectively to enhance productivity and build respectful relationships.
Required Qualifications*
- Associate degree or equivalent combination of education and relevant work experience.
- Demonstrated ability of strong problem-solving skills.
- Advanced or proficient with medical terminology.
- Ability to work in a self-directed manner, with minimum supervision.
- Experience with data entry and customer documentation.
- Customer oriented and ability to adapt/respond to a diverse customer base.
- 5-8 years of customer service or call center experience.
Desired Qualifications*
- Knowledge of electronic medical records (EMR) systems. Epic preferred.
- Previous contact center or hotline experience is preferred.
Work Schedule
Shift: Sat-Sun: 3:00 pm - 11:00 pm. Our program is 24x7 and does require work shift flexibility based on business needs.
Work Locations
This job has the potential to be performed remotely five days a week if desired. High-speed internet is a requirement for this position.
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.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.
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