Customer Care Representative II

Trinity Health MI; Ann Arbor (MI); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive compensation

Benefits effective Day One

Full benefits package

Employer retirement match

Growth opportunities

Tuition reimbursement

Job summary

Trinity Health Ann Arbor is seeking a Customer Care Representative II to join our on-site Regional Call Center. This role handles inbound and outbound calls, guiding patients and families through the healthcare experience with empathy and clarity.

You will coordinate physician referrals, registrations, and consult requests, providing high-quality service on every interaction. Ideal candidates bring 4+ years of customer service, healthcare call center exposure, and solid computer/EMR proficiency.

Qualifications

• 4+ years of customer service experience, with 1+ years in a healthcare call center desirable.
• Proficient with a standard desktop and Windows-based computer systems, EMR, Microsoft Office.
• Familiarity with call center software and healthcare call center processes.
• Ability to communicate clearly and provide empathetic, patient-centered service.

Responsibilities

• Take inbound calls and initiate outbound calls to assist patients and families in navigating healthcare services.
• Voice solutions to callers’ needs, prioritizing first-call resolution when possible.
• Route calls to appropriate resources per standard operating procedures and document accordingly.
• Answer incoming and make outbound calls using electronic and paper documentation systems.
• Perform overhead paging and public address announcements per protocol.
• Process consult requests for nursing and physician groups, adhering to turnaround times.
• Monitor emergency alarm systems, 911 line, and Weather Alert duties as assigned.
• Collect and verify demographic information using standard software and systems.
• Document all call information per approved procedures across multiple applications.
• Identify process improvements and assist management in implementing changes.
• Coach Level 1 CCRs and assist with training initiatives.
• Support design and implementation of new campaigns to meet stakeholder requirements.
• Monitor real-time operations to ensure metrics (including quality) are met and staffing aligns with demand.
• Provide on-call coverage during Manager’s absence and handle escalations.

Skills

Customer service

Healthcare call center

Windows/Desktop

EMR experience

Multitasking

Education

High school diploma or GED

Job description

Description

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

Customer Care Representative II

Employment Type

Full time

Shift

Day Shift

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, Customer Care Representatives (CCRs) take inbound calls as well as initiate outbound calls, offering information and answering questions to assist our patients and their families navigate the healthcare experience. CCRs may also assist internal customers. This CCR position is not a standard call center role. This position is expected to treat interactions with our consumers, patients, and internal customers as a conversation; the CCR will listen to and assess our callers' unique needs. The CCR, through their skills and knowledge, will voice the solutions needed to help enhance, expedite, and effectuate an ideal healthcare experience for callers. CCRs will be expected to facilitate directing physician referrals, collecting class registrations, and processing physician consult request, as well as completing standard hospital switchboard calls. CCRs will also have the knowledge base to prioritize complex and emergent situations. Our focus is providing exceptional customer service with empathy while resolving the customers' questions and requests, ideally on their first call. Additionally, level 2 CCRs will provide leadership within the call center and coaching to level 1 CCRs.

Shifts Available

Days

Status Available

Full-time, 40 hours/week, to include weekends and holidays

Education

• High school education or GED equivalent. Some colleague education is preferred.

Experience

• 4+ years of customer service experience, with 1+ years of experience in a healthcare call center environment or operator console or comparable is desirable.
• Demonstrates expertise in operating a standard desktop and Windows based computer system, including but not limited to, EMR, Microsoft Office, Intranet.
• Proficient at utilizing other call center software as required while performing the essential functions of the job.
• Display knowledge of healthcare call center processes and procedures.

Physical and Mental Requirements and Working Conditions

• Demonstrate dependability and flexibility. Ability to work a flexible schedule during assigned shift and cover absences in other shifts as needed.
• Maintains and applies expert knowledge of practices and procedures in call center service areas and maintains a broad knowledge of practices and procedures of other departments.
• Able to communicate clearly and professionally; display strong organizational and time management skills, have excellent interpersonal, verbal, and written communication skills.
• Demonstrate the ability to supervise others and cover regional call center manager during times of absence.
• Be skilled at delivering instructive, supportive, collaborative and motivational coaching sessions that foster open communication.
• 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 in order 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 according to approved operating procedures using multiple software applications.
• Perform necessary research and work cross functionally to identify and suggest process improvements for problem resolution as observed via audit process. Assist management in identifying solutions and participate in implementing change, within the RCC.
• Identify and employ alternative approaches to communicate with callers when encountering barriers and elevate as needed.
• Orders and programs pagers as needed; process for needed repairs, when issues are identified.
• Provide effective coaching and training for CCR Level 1 team members in their daily functions.
• Assist with design, training and implementation of new marketing campaigns to meet stakeholder requirements.
• Monitors all real-time operations to ensure metrics, including quality, are being met by utilizing multiple software applications to summarize performance. Utilizes appropriate tools to ensure staffing meets demand of call volume. Maintains multiple databases.
• Provide on-call coverage in Manager's absence.
• Handle more complex customer situations involving multi-site problem resolution and escalations.

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.