Customer Care Representative

IHA; Ann Arbor (MI); On-site; USD 34,000 - 44,000; Full time

Benefits offered by this job

Competitive compensation

Benefits Day One

Full benefits: Medical, Dental, Vision

PTO

Life Insurance

Short/Long-Term Disability

Retirement plan with employer match

Tuition Reimbursement

Growth opportunities

Job summary

Trinity Health Ann Arbor is seeking a full-time, on-site Call Center Representative to handle inbound calls, provide information to patients and families, and support internal customers. You will work in a dynamic regional call center, using EMR and other software to document interactions accurately.

Shifts available include 7a-3:30p and 12p-8:30p; 40 hours per week with benefits. A high school diploma or GED and 2+ years of customer service are required, preferably in healthcare.

Qualifications

• 2+ years of customer service experience, preferably in healthcare call centers.
• Proficiency with EMR and Windows-based systems; accurate data entry and documentation.
• Excellent verbal and written communication; ability to handle high-stress calls.

Responsibilities

• Answer inbound calls and make outbound calls to assist patients and families.
• Navigate documentation systems and document interactions per protocol.
• Monitor emergency lines and respond per standard operating procedures.
• Gather and verify demographic information and route calls appropriately.
• Maintain professionalism and adapt to a fast-paced healthcare environment.

Skills

Customer service

Communication skills

EMR experience

Education

High school diploma or GED

Tools

EMR software

Microsoft Office

Job description

Description:

This position is 100% on-site; there is no option to work remotely.

Employment Type:

Full time

Shift:

This position is 100% on-site; there is no option to work remotely.

Department:

Regional Call Center

Location:

Trinity Health Ann Arbor

Total Rewards And Benefits:

• Competitive compensation, DAILYPAY
• Benefits effective Day One! No waiting periods.
• Full benefits package including Medical, Dental, Vision, PTO, Life Insurance, Short and Long-Term Disability
• Retirement savings plan with employer match and contributions
• Opportunity for growth and advancement throughout Trinity Health
• Tuition Reimbursement

Position Purpose:

Working in a call center environment, will respond to inbound calls as well as initiate outbound calls, offering information and answering questions to assist patients and their families navigating the healthcare experience. May also assist internal customers.

Shifts Available:

7a-3:30p and 12p-8:30p

Status Available:

Full-time, 40 hours/week

Required Qualifications:

Education:

• High school education or GED equivalent.

Experience:

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

Physical And Mental Requirements And Working Conditions:

• Proficient in operating a standard desktop and Windows based computer system, including but not limited to, EMR, Microsoft Office, Intranet.
• Ability to use other call center software as required while performing the essential functions of the job.
• Excellent communication skills in both written and verbal forms, including proper phone etiquette.
• Ability to work a flexible schedule during assigned shift and cover absences on other shifts as needed.
• Ability to work effectively with various levels of organizational members and diverse populations including staff, leadership, physicians, patients, and family members.
• Able to multi-task; Ability to function calmly and efficiently in a fast-paced environment and during emergency situations. Work is frequently performed under pressure.
• Able to exercise judgment when responding to high-stress and emergency situations.
• Able to speak clearly, with a pleasant voice, using proper English grammar.
• Ability to sit for long periods of time, and process detailed information for 80% of work time.

What You Will Do:

• Utilize verbal communication strategies and apply problem-solving skills to effectively elicit information to identify immediate needs of callers, including potential crisis calls; route calls to appropriate resource according to standard operating procedures 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 dedicated 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 encountering barriers and elevate as needed.
• Assist with assignment and distribution of pagers as needed; process for needed repairs when issues are identified.
• Maintain professionalism and a positive attitude at all times, even when dealing with difficult situations.

Our Commitment:

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.