Employment Type:
Full time
Shift:
Description:
This position is 100% on-site; there is no option to work remotely.
Customer Care Representative I
Department: Regional Call Center
Location: Trinity Health Ann Arbor
Minimum rate of pay: $15.82 PLUS DailyPAY
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, will respond to inbound calls as well as initiate outbound calls, offering information and answering questions to assist patients and their families navigating the healthcare experience. May also assist internal customers.
Shifts Available: 7a-3:30p and 12p-8:30p
Status Available: Full-time, 40 hours/week
Required Qualifications:
Education
Experience
Physical and Mental Requirements and Working Conditions:
Proficient in operating a standard desktop and Windows based computer system, including but not limited to, EMR, Microsoft Office, Intranet.
Ability to use other call center software as required while performing the essential functions of the job.
Excellent communication skills in both written and verbal forms, including proper phone etiquette.
Ability to work a flexible schedule during assigned shift and cover absences on other shifts as needed.
Ability to work effectively with various levels of organizational members and diverse populations including staff, leadership, physicians, patients, and family members.
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 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 accurately and according to approved operating procedures using multiple software applications.
Identify and employ alternative approaches to communicate with callers when encountering barriers and escalate as needed.
Assist with assignment and distribution of pagers as needed; process for needed repairs when issues are identified.
Maintain professionalism and a positive attitude at all times, even when dealing with difficult situations.
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.
Our Commitment to Diversity and Inclusion
Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.
EOE including disability/veteran