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.

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. 

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.

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
• Generous Paid Time Off program 
• Paid Holidays

Customer Service Representative:

Advanced Problem-solver and Excellent Communicator

• Manage large amounts of customer interactions (calls, faxes, emails, eReferrals).
• Provide accurate Michigan Medicine information about 20 clinical departments, 125 specialty clinics, 3 hospitals (University Hospital, C.S. Mott Children's Hospital and Von Voigtlander Women's Hospital, Frankel Cardiovascular Center), 40 outpatient facilities and 3,500 U-M physicians.
• 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 and navigate health systems based on patient diagnosis, clinical services, faculty expertise, or referral guidelines.
• Utilize on-call procedures and paging system to accurately identify appropriate on-call U-M physicians for physician-to-physician consultations, hospital transfers, and admission requests (daytime, evening, and midnight) 
• Facilitate One Stroke Program requests from hospitals across the state of Michigan who urgently need to transfer aIschemic or Hemorrhagic Stroke patient to Michigan Medicine.
• Facilitate emergent coordination of care involving the Emergency Department and Survival Flight from community hospitals and referring physicians.
• Manage and process daily volume of Care Everywhere eReferrals. Confirm diagnosis and medical documentation. Transcribe referral into the appropriate MiChart clinical referral work queue. Update referring physician and patient demographic information.
• Resolve any emerging problems that referring physicians might face with accuracy and efficiency.
• Demonstrate confidence at troubleshooting and investigate if they don't have enough information to resolve customer complaints.
• 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.
• Work independently to resolve referring physician issues and complaints related to access and communication issues. 
• Communicate effectively in ways that enhance productivity and build respectful relationships.
• Demonstrate advanced active listening, written and verbal skills.

Michigan Medicine Affiliate Support: 

• Knowledgeable of Michigan Medicine affiliates (MyMichigan Health, UMHealth West and Sparrow Health).
• Foster referral relationship between affiliate providers and U-M providers.
• Facilitate telemedicine procedures/protocols between health systems.
• Access and accurately utilize communication systems at UMHealth West to facilitate transfer requests.
• Database Management: Accurate, Proficient and Diligent
• Collect accurate and complete data for documentation of all customer interactions and enters data accurately in a Customer Relations Management (CRM) database.
• Maintain database quality by timely entry of new or updated information
• Familiar and can articulate options of Health Information Exchange (HIE) systems (U-M Provider Portal, Care Everywhere and Great Lakes Health Connect) to referring providers.

• 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, while interacting with health care professionals (physicians, nurses, physician assistants, practice managers, referral coordinators) and referring hospitals.
• Experience with data entry and data (customer) documentation.
• Customer oriented and ability to adapt/respond to a diverse customer base.
• Fast learner and great team player
• Ability to work in a collaborative environment
• Strong interpersonal and teamwork skills, written and oral communication skills
• Demonstrated organizational and analytical skills
• Very detail-oriented
• Dedicated to follow-through and results

Senior Level:

5-8 years of customer service or call center experience

Intermediate Level

2-5 years of customer service or call center experience

• Knowledge of electronic medical records (EMR) systems. Epic preferred.
• Previous contact center or hotline experience is preferred.

Shift:

Wednesday, Thursday, Friday - 8:30 am - 5:00 pm

Saturday- 3:00pm -11:00 pm 

Sunday- 3:00pm -11:00 pm 

Our program is 24x7 and does require work shift flexibility based on business needs.  Shifts include daytime, evening, midnight - 7-days per week.

Our office is located in:

North Campus, Ann Arbor, MI 

This job has the potential to be performed remotely five days a week if desired. High speed internet is a requirement for this position and its cost is the responsibility of the staff member.  There may be occasions where the staff member may need to report to the business office location, including meetings, computer, or technology requirements, or to complete work that is not possible to handle remotely. Computing resources including required software applications, VPN, desktop or laptop computer, monitor, keyboard and mouse, will be provided by the employer.  Office equipment such as phone, desk, chair, and printer are not provided.   Basic supplies such as paper and pens, are stocked at the business location and are available to remote staff for pick-up should they choose.  Unless otherwise agreed in advance with your manager, additional hardware, software, printing, and cost of office supplies preferred by the staff member, are the responsibility of the employee.

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 here.

This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.

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.

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.

The University of Michigan is an equal employment opportunity employer.