Compassionate Patient Care Call Specialist

Trinity Health MI; Ann Arbor (MI); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Daily pay

Benefits day one

Health & vision

PTO

Life insurance

Disability

Retirement match

Tuition reimbursement

Growth opportunities

Job summary

Trinity Health MI in Ann Arbor seeks a Customer Care Representative I for our Regional Call Center. This 100% on-site role handles inbound calls, outbound outreach, and information support to patients and families, guiding them through the healthcare experience.

You will work 40 hours weekly, with shifts 7:00 am–3:30 pm or 3:00 pm–11:30 pm, and join a full benefits package beginning Day One. Qualified candidates have at least a high school diploma and 2+ years of customer service, preferably in

Qualifications

• High school education or GED equivalent.
• 2+ years of customer service experience, preferably in a healthcare call center environment or operator console with experience in data entry and call documentation.

Responsibilities

• Utilize verbal communication strategies and apply problem-solving skills to elicit information to identify needs of callers, including potential crisis calls; route calls to appropriate resource per SOP and document per protocol.
• Answer incoming and make outbound calls using both electronic and paper-based documentation systems.
• Perform overhead paging requests and public address announcements per protocol.
• Process consult request for nursing and physician groups, adhering to established turnaround times.
• Monitor multiple emergency alarm systems, a 911 Emergency Line and Quick Call Weather Alert Radio.
• Accurately gather and verify demographic information using standard computer software and systems.
• Document all call information accurately and according to approved operating procedures using multiple software applications.
• Identify and employ alternative approaches to communicate with callers when barriers arise and elevate as needed.
• Assist with assignment and distribution of pagers as needed; arrange repairs when issues are identified.
• Maintain professionalism and a positive attitude at all times, even in difficult situations.

Skills

Customer service

Phone etiquette

Communication skills

Data entry

Multitasking

Education

High school education or GED

Tools

EMR

Microsoft Office

Intranet

Call center software

Job description

Trinity Health MI in Ann Arbor seeks a Customer Care Representative I for our Regional Call Center. This 100% on-site role handles inbound calls, outbound outreach, and information support to patients and families, guiding them through the healthcare experience.

You will work 40 hours weekly, with shifts 7:00 am–3:30 pm or 3:00 pm–11:30 pm, and join a full benefits package beginning Day One. Qualified candidates have at least a high school diploma and 2+ years of customer service, preferably in