Call Center Operator

4 weeks ago

Grand Rapids, United States Trinity Health Full time
Employment Type:
Full timeShift:
Day Shift

Description:

Healthcare is an industry that relies on seamless access. A Call Center Operator (CCO) may be the first line of communication for Trinity Health's consumers and patients. Working in a call center environment, Call Center Operators (CCO) 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. Our focus is providing exceptional customer service with empathy while resolving the customers' questions and requests while providing first call resolution.

What you will do:
  • Call Center Operators (CCO) assist internal callers consisting of physicians, colleagues, patients, and guests
  • The Call Center Operator (CCO) will listen and assess our callers' unique needs. The Call Center Operator (CCO), 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 (CCO) will be expected to answer standard hospital switchboard calls, answer hospital emergency calls and follow hospital emergency procedures to communicate and disseminate emergency information, and processing of in-patient consults
  • Call Center Operators (CCO) will also have the knowledge base to prioritize complex and emergent situations.
What you will need:
  • High school education or GED equivalent.
  • Up to six months customer service experience.
  • Call documentation experience using a computer application such as QuickBase.
  • Excellent communication skills in both written and verbal forms, including proper phone etiquette.
  • Demonstrates clear and concise communication including 3-way communication.
  • Able to speak clearly, with a pleasant voice, using proper English grammar.
  • Able to multi-task or prioritize work tasks.
  • Ability to function calmly and efficiently in a fast-paced environment and during emergency situations.
  • Ability to work days, afternoons, midnights including weekends and holidays. Ability to pick up additional hours and/or shifts to cover absences on other shifts as needed.
  • Proficient in operating a standard desktop and Windows based computer system, including but not limited to: Electronic Medical Record (EMR), Microsoft Office, email, browser, and intranet navigation. Ability to use other call center software as required while performing the essential functions of the job.
Highlights:
  • Day 1 benefits, no waiting period Comprehensive benefits packages available including medical, dental, vision, paid time off and 403B.
  • Colleague Referral Program to earn cash and prizes.
  • Unlimited career growth opportunities
  • Trinity Health offers DailyPay - if you're hired as an eligible colleague, you'll be able to see how much you've made every day and transfer your money any time before payday.

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.

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