On-Site Patient Care Specialist II - Lead & Coach

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

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.