What are the responsibilities and job description for the Customer Care Representative I position at Trinity Health Michigan?
This position is 100% onsite; there is no option to work remotely.
A Call Center Operator may be the first line of communication for Trinity Health System's consumers and patients. Working in a call center environment, Call Center Operators take inbound calls as well as initiate outbound calls, offering information and answering questions to assist our patients and their families navigate the healthcare experience. Call Center Operators may also assist internal customers. The CCR will listen to and assess our callers' unique needs. The CCR, through their skills and knowledge, will voice the solutions needed to help enhance, expedite, and effectuate an ideal healthcare experience for callers. The Call Center Operator will be expected to facilitate completing standard hospital switchboard calls and processing of in-patient consults, as well as provide back up for the marketing line. Call Center Operators will also have the knowledge base to prioritize complex and emergent situations. Our focus is providing exceptional customer service with empathy while resolving the customers' questions and requests, ideally on their first call.
- This position is 100% on-site; there is no option to work remotely in this role. Only candidates with the ability to commute to our Main Campus for each scheduled shift will be considered.
- ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
- Utilize verbal communication strategies and apply problem-solving skills to effectively elicit information in order 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. Maintain good rapport and cooperative relationships.
- Approach conflict in a constructive manner. Help to identify problems, offer solutions, and participate in their resolution. Bring any complaints, concerns, or other issues to the Manager.
- Contribute to ongoing review and improvement of departmental processes by providing input and feedback to management. Meet quality assurance requirements and other key performance metrics, including punctuality and attendance.
- Engage in personal development opportunities.
- Maintains a working knowledge of applicable Federal, State and local laws and regulations, Trinity Health Standards of Conduct and Organizational Integrity Program and related policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.
REQUIRED EDUCATION, EXPERIENCE AND CERTIFICATION/LICENSURE
Education: High school education or GED equivalent.
Experience: 2 years of customer service experience, preferably in a healthcare call center environment or operator console with experience in data entry and call documentation.
Working Conditions: This position is 100% onsite and is based out of our Regional Call Center in Ann Arbor, Michigan. Relocation assistance is not available.
REQUIRED SKILLS AND ABILITIES
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. Previous experience in a healthcare setting is preferred.
Ability to work a flexible schedule during assigned shift and cover absences in other shifts as needed. Applicants demonstrating dependability and flexibility in scheduling given preferential consideration.
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.
Our Commitment to Diversity and Inclusion
Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is 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, status as a protected veteran, or any other status protected by law.
