Customer Service Assistant

Trinity Health Mid-Atlantic; Ann Arbor (MI); On-site; USD 34,000 - 42,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Life Insurance

Short and Long-term Disability

Retirement plan with employer match

Tuition Reimbursement

Job summary

Trinity Health Ann Arbor is seeking a full-time Reception Services professional to maintain a welcoming and secure front desk environment. You will greet patients and visitors, navigate computer systems for patient information, and support staff and departments with routine inquiries.

The role emphasizes professional image, accurate information access, and courteous service, with opportunities for growth within Trinity Health’s extended care network.

Qualifications

• High School diploma or GED required.
• Ability to operate computer/typing systems and navigate visitor management tools.
• Strong interpersonal skills to communicate with patients, visitors and staff.

Responsibilities

• Greet patients and visitors professionally and direct them appropriately.
• Access patient location information on the computer.
• Escort patients when needed and assist with wayfinding and services.
• Provide information about hospital services and assist with transportation requests.
• Maintain secure and orderly front desk area and report suspicious activity.

Skills

Typing

Customer service

Interpersonal communication

Computer skills

Education

High School diploma or GED

Tools

Health Quest

Visitor management system

Job description

Employment Details

Employment Type: Full time Shift: Day Location: Trinity Health Ann Arbor Department: Reception Services

Shifts available: Day Status available: Full-time, 40 hours/week.

Total Rewards and Benefits

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

Position Purpose: Maintain a safe and secure environment while projecting a professional image when greeting patients, visitors and staff. Complete a diverse range of administrative tasks such as answering the telephone and accessing patient information via computer and census sheet. Enhance hospital experience for patients, families and visitors by performing guest relation functions that ensure the highest standard of service, including help, guidance, direction, response to routine requests for information and on occasion, escort as requested.

Required Qualifications

• Education: High School diploma or GED equivalent.
• Experience: Computer/typing skills necessary to navigate Health Quest and the visitor management system. Interpersonal skills necessary to effectively communicate with diverse group of internal/external callers, patients, visitors and staff, at times dealing with sensitive and/or confidential situations.

Physical and Mental Requirements and Working Conditions

Demonstrate sensitivity and responsiveness to differences in ethnic and cultural customs, perceptions, and communications. Demonstrate sensitivity and responsiveness to the various medical, emotional, and mental health needs of all patients, staff and visitors. Respond appropriately to various levels of stressful situations and maintain emotional intelligence.

What you will do

• Respectfully and promptly, make eye contact, and smile when greeting patients and visitors using standard customer service scripting; direct them to appropriate areas.
• Know how to access patient location information on the computer.
• Escort patients when needed or requested.
• Offer assistance for wayfinding, parking validation, deliveries and other requested information including information regarding hospital services for patients, family members and visitors.
• Call for taxi or shuttle service for patients/families when needed.
• Assist visitors/families during emergencies which may include fire, natural disasters and patient/family situations.
• Oversee the immediate environment and report any suspicious activity or individuals to Security.
• Keep area stocked with supplies as needed.
• Responsible for signing out/in your radio daily and for the loss or damage of radio equipment.
• Responsible for keeping up with all department and hospital information and updates.
• Responsible for utilizing When-to-Work to document changes to your work schedule including proper recording in the exception log.
• Responsible for after-hours operation of the visitation management system.
• Access Health Quest to obtain patient room information for visitors.

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.

About Trinity Health

Trinity Health is one of the largest not-for-profit, faith-based health care systems in the nation. Together, we’re 121,000 colleagues and nearly 36,500 physicians and clinicians caring for diverse communities across 27 states. Nationally recognized for care and experience, our system includes 101 hospitals, 126 continuing care locations, the second largest PACE program in the country, 136 urgent care locations, and many other health and well-being services.

Based in Livonia, Michigan, in fiscal year 2023, we invested $1.5 billion in our communities through charity care and other community benefit programs.

For more information, visit http://www.trinity-health.org. You can also follow Trinity Health on LinkedIn.