Call Center Representative II

4 weeks ago

Ann Arbor, United States Trinity Health Full time
Employment Type:
Full timeShift:

Description:

Healthcare is an industry that relies on seamless access. A customer care representative (CCR) may be the first line of communication for Trinity Health System's consumers and patients. Working in a call center environment, CCRs 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. CCRs may also assist internal customers. This CCR position is not a standard call center role. This position is expected to treat interactions with our consumers, patients, and internal customers as a conversation; 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. CCRs will be expected to facilitate directing physician referrals, collecting class registrations, and processing physician consult request, as well as completing standard hospital switchboard calls. CCRs 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. Additionally, level 2 CCRs will provide leadership within the call center and coaching to level 1 CCRs.

SKILLS, KNOWLEDGE, EDUCATION AND EXPERIENCE:

  • High school education or GED equivalent. Some college education preferred.
  • 4+ years of customer service experience, with 1+ years of experience in a healthcare call center environment or operator console or comparable.
  • Possess a high level of motivation with demonstrated qualities such as team commitment and productivity.
  • Demonstrates expertise in operating a standard desktop and Windows based computer system, including but not limited to, EMR, Microsoft Office, intranet. Proficient at utilizing other call center software as required while performing the essential functions of the job.
  • Display knowledge of healthcare call center processes and procedures.
  • Demonstrate dependability and flexibility. Ability to work a flexible schedule during assigned shift and cover absences in other shifts as needed.
  • Maintains and applies expert knowledge of practices and procedures in call center service areas and maintains a broad knowledge of practices and procedures of other departments.
  • Able to communicate clearly and professionally; display strong organizational and time management skills, have excellent interpersonal, verbal, and written communication skills.
  • Demonstrate the ability to supervise others and cover regional call center manager during times of absence.


ESSENTIAL FUNCTIONS:

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 according to approved operating procedures using multiple software applications.

Perform necessary research and work cross functionally to identify and suggest process improvements for problem resolution as observed via audit process. Assist management in identifying solutions and participate in implementing change, within the RCC.

Identify and employ alternative approaches to communicate with callers when encountering barriers and escalate as needed.

Orders and programs pagers as needed; process for needed repairs, when issues are identified.

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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