Customer Care Representative

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

Description

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

Customer Care Representative I

Employment Type

Full time

Shift

7a-3:30p and 3p-11:30p

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.

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.