Job Description

Form Status Updated

Hello,

Please note that the status of your submitted form has been updated to APPROVED

Basic Information

Form ID: NHPR-3312

Seat Number:

Submission Date: 2026-06-04T12:44:19Z

Date: Jun 04 2026

Affiliate: MIU

In Office, Hybrid, Remote: Hybrid

Office Name: MIU Centralized Call Center

Office Address (City, State, zip): 14460 Lakeside Cir Suite 100, Sterling Heights Mi, 48313

Requestor Name: Susan Ingrao

Email Address: Ingraos@michiganurology.com

Manager Name: Susan Ingrao

Manager Email: Ingraos@michiganurology.com

Position Details

Position Code/New/Replacement Position title: 16003

Location Code: 99

Department Code: 300

Full-time/Part-time?: Full-Time

Number of Estimated Hours Per Week (Minimum): 40

Number of Estimated Hours Per Week (Maximum): 41

Replacement position Or New Position:

Replacement position

Replacement Position

Name of Person Being Replaced: Dania Muwafaq

Termination/Resignation Date/Transfer: End of July per resignation email

Rate of Pay of Person Being Replaced: 18

New Position

Is the position budgeted?:

Is There a Job Description for This Position?:

Compensation

Hourly/Yearly Rate: Hourly

Projected Rate of Pay for New Hire (Minimum): 17

Projected Rate of Pay for New Hire (Maximum): 19

Justifications

If Projected Rate is More than Current Rate, Please Explain: N/A

Position Information/ROI Justification: Each Full Time call center employee answer's 80-120 patient calls per day. When we lose a Full Time employee those calls are absorbed by the other agents and the wait times increase and causes a delay in patient care.

Please provide the EBIDTA YTD Actual, YTD Budget, and YTD variance: 17,099,395 16,411,455 687,940 4%

Thank you,

GENERAL SUMMARY

The Call Center Patient Representative answers phones promptly and professionally, and is responsible for scheduling patient appointments, entering and updating patient demographic information, and verifying insurance information.

Requirements

ESSENTIAL JOB FUNCTION/COMPETENCIES

Responsibilities include but are not limited to:

• Responsible for acquiring critical demographic, financial, medical and insurance information from patients in a professional, courteous, caring and compassionate atmosphere.
• Answers telephones in a professional manner.
• Schedules appointments.
• Takes messages for patients using electronic medical records.
• Verifies and updates patient demographic information.
• Registers new patients.
• Addresses patient requests and inquires.
• Resolves patient concerns.
• Returns calls as necessary.
• Updates registration and insurance information for existing patients.
• Performs other position related duties as assigned.
• Employees shall adhere to high standards of ethical conduct and will comply with and assist in complying with all applicable laws and regulations. This will include and not be limited to following the Solaris Health Code of Conduct and all Solaris Health and Affiliated Practice policies and procedures; maintaining the confidentiality of patients' protected health information in compliance with the Health Insurance Portability and Accountability Act (HIPAA); immediately reporting any suspected concerns and/or violations to a supervisor and/or the Compliance Department; and the timely completion the Annual Compliance Training.

CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS

• N/A

KNOWLEDGE | SKILLS | ABILITIES

• Adept at multitasking.
• Customer-oriented with ability to remain calm in difficult situations.
• Detail-oriented.
• Excellent verbal and written communication skills.
• Knowledge in healthcare systems operations such as EMR.
• Skill in using computer programs and applications including Microsoft Office.
• Complies with all health and safety policies of the organization.
• Complies with HIPAA regulations for patient confidentiality.

EDUCATION REQUIREMENTS

• High School Diploma or equivalent required.

EXPERIENCE REQUIREMENTS

• Previous experience in a busy medical office preferred.

REQUIRED TRAVEL

• N/A

PHYSICAL DEMANDS

Carrying Weight Frequency

1-25 lbs. Frequent from 34% to 66%

26-50 lbs. Occasionally from 2% to 33%

Pushing/Pulling Frequency

1-25 lbs. Seldom, up to 2%

100 + lbs. Seldom, up to 2%

Lifting - Height, Weight Frequency

Floor to Chest, 1 -25 lbs. Occasional: from 2% to 33%

Floor to Chest, 26-50 lbs. Seldom: up to 2%

Floor to Waist, 1-25 lbs. Occasional: from 2% to 33%

Floor to Waist, 26-50 lbs. Seldom: up to 2%