Customer Care Representative I - Afternoon Shift

Job Title

Employment Type : Full Time

Shift : 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 :

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.