Customer Service Assistant

IHA; Ann Arbor (MI); On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

Benefits Day One

Full benefits package

PTO

Life Insurance

Short and Long-term Disability

Retirement with employer match

Tuition Reimbursement

DailyPay

Job summary

Trinity Health Ann Arbor is seeking a Customer Service Assistant to maintain a safe, welcoming environment. You will greet patients and visitors, answer phones, access patient data, and escort as needed to ensure a smooth hospital experience.

Day shifts with full-time hours, requiring high school education and strong interpersonal skills. The role emphasizes patient-centered service and collaboration with the Reception Services team.

Qualifications

• High School diploma or GED required.
• Computer/typing skills needed to navigate Health Quest and the visitor management system.
• Good interpersonal communication with diverse groups.

Responsibilities

• Greet patients, visitors and staff in a professional manner.
• Answer phones and access patient information via computer systems.
• Escort patients when needed and provide directions or information.
• Assist with wayfinding, parking validation, deliveries and hospital services information.
• Support after-hours visitation management system operations.
• Maintain a stocked area and report suspicious activity to Security.

Skills

Computer/typing skills

Interpersonal skills

Education

High School diploma or GED

Tools

Health Quest

Visitor management system

Job description

• 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

Employment Type

Full time

Shift

Day Shift

Description

Customer Service Assistant

Department:

Reception Services

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

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.

Shifts Available:

Day

Status Available:

Full-time, 40 hours/week

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.