Customer Service Rep Senior - Ann Arbor, United States - University of Michigan

University of Michigan Ann Arbor, United States

3 weeks ago

Description

Summary

Under the direct supervision of a Registered Dietitian (RD), this position is responsible for coordination of home nutritional therapy regimens. Ensures that customers receive the best service possible through processing orders, preparing general correspondence, and coordinating with other functions as required. Acts as a customer contact regarding pricing, scheduling, and shipping. Resolves routine questions and problems. These activities will encompass patient populations across the age spectrum in the home and discharge transition settings. Additionally, individuals in this position will triage home nutrition therapy problems for RD review and evaluation.

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.

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

Build the information base needed to effectively and accurately assist in the processing of any referral for a home care nutrition patient.
Determine the supplies and shipping quantities to be sent based upon the ordered nutrition regimen, feeding access, length of therapy, patient convenience, and delivery schedule.
Collect and organize information for home care patients nutrition plan of care.
Communicate elements of the home care plan to the patient, patients caregivers, and other health professionals involved in the patients care in a systematic, logical way under the direction of the RD.
Assist in implementing the nutrition care plan for a home care patient according to established policies and procedures and schedule RD monitoring functions according to the care plan established for the patient.
Ensure continuity of care to and from the home and other patient-care settings using a systematic procedure to communicate pertinent patient information to and from the home and other patient care settings.
Maintain accurate, up-to-date order records and other documentation as specified by UMHC Home Care policy and procedure and as directed by the HomeMed RD.
Participate in the established process for documenting patient interactions in the home care record.
Assist in the resolution of problems and complaints presented by patients, clinicians, and physicians.
Communicate concise, applicable, and timely responses to requests for nutrition information from health care providers and home care patients.
Comply with data entry expectations for: Event Tracking, Compliance Violations, RiskPro reporting, and other

Required Qualifications

High school diploma, GED, or equivalence
Proficient in the English language
Excellent communication (written, verbal) and customer service skills.
Computer experience with demonstrated proficiency operating in an electronic environment

Enteral Customer Service Representative Associate

Works under direct supervision and follows standard procedures to accomplish assigned tasks.
0-2 years experience

Enteral Customer Service Representative Intermediate

Works under minimal supervision. May adapt procedures, processes, and techniques to meet the more complex requirements of the position.
2-5 years experience

Enteral Customer Service Representative Senior

Works under minimal supervision. Possesses and applies a broad knowledge of principles, practices, and procedures within the enteral field to the completion of difficult assignments. Can prepare supply education and training materials for patients/caregivers under the direction of the HomeMed RD; coordinate and schedule education and training appointments between the HomeMed RD and the patient/caregiver prior to discharge. Works under minimal supervision. May adapt procedures, processes, and techniques to meet the more complex requirements of the position.
5-8 years experience

Physical Demands:
The employee will be able to perform the assigned duties and responsibilities with or without reasonable accommodations.

Desired Qualifications*

Previous experience with enteral services
Previous experience in customer service

Work Schedule

Full time. Days only with rotating shift between 7am & 7pm, required participation in weekend and holiday rotation

Work Locations

This position is located at 2850 S. Industrial Hwy, Ann Arbor, MI.

Underfill Statement

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

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.

PDN-9ba937b2-57db-45ee-92e2-d95882b1e9c2

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