Senior Patient Care & Call Center Coach

Trinity Health; Ann Arbor (MI); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

PTO (Paid Time Off)

Life Insurance

Short/Long-Term Disability

Retirement plan with employer match

Tuition Reimbursement

Job summary

Trinity Health Ann Arbor is seeking a Customer Care Representative II to work 100% on-site in our Regional Call Center. This full-time role emphasizes empathetic patient interactions, directing referrals, handling class registrations, and processing physician consult requests.

You will support internal customers, supervise Level 1 CCRs when needed, and contribute to a culture of outstanding service. A strong background in healthcare call centers and solid communication skills are essential.

Qualifications

• 4+ years of customer service experience, healthcare call center experience desirable.
• Proficient with standard desktop and Windows-based systems (EMR, Microsoft Office).
• Strong verbal and written communication; capable of handling high-stress situations.

Responsibilities

• Handle inbound and outbound calls to assist patients and families.
• Direct physician referrals, collect class registrations, and process physician consult requests.
• Provide coaching to Level 1 CCRs and support RCC management during absences.
• Document information using multiple software applications and ensure quality metrics are met.
• Assist with marketing campaigns and process improvements within RCC.

Skills

Customer service experience

Healthcare call center knowledge

Verbal & written communication

multitasking under pressure

Education

High school education or GED

Tools

EMR system

Microsoft Office

Job description

Trinity Health Ann Arbor is seeking a Customer Care Representative II to work 100% on-site in our Regional Call Center. This full-time role emphasizes empathetic patient interactions, directing referrals, handling class registrations, and processing physician consult requests.

You will support internal customers, supervise Level 1 CCRs when needed, and contribute to a culture of outstanding service. A strong background in healthcare call centers and solid communication skills are essential.