Customer Care Representative

Job Information Employment Type: Full time Shift: 7a-3:30p and 12p-8:30p. This position is 100% on-site; there is no option to work remotely. 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, you 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. You may also assist internal customers. Required Qualifications High school education or GED equivalent. 2+ years of customer service experience, preferably in a healthcare call center environment or operator console with data entry and call documentation. Physical and Mental Requirements Proficient in operating a standard desktop and Windows computer system, including EMR, Microsoft Office, Intranet, and other call center software. 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. Multi‑task; function calmly and efficiently in a fast‑paced environment and during emergency situations. Exercise judgment when responding to high‑stress and emergency situations. 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 elicit information and identify immediate needs of callers, including potential crisis calls; route calls to appropriate resources per 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 requests 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 elevate when necessary. Assist with assignment and distribution of pagers as needed; process repairs when issues arise. Maintain professionalism and a positive attitude at all times, even when dealing with difficult situations. Benefits Competitive compensation, DailyPAY benefits effective day one. Full benefits package including Medical, Dental, Vision, PTO, Life Insurance, Short‑ and Long‑Term Disability, Retirement savings plan with employer match and contributions, Tuition Reimbursement. EEO Statement 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. #J-18808-Ljbffr