Customer Service Representative
4 weeks ago
We are seeking a highly skilled and compassionate Customer Care Representative to join our team at Trinity Health. As a key member of our call center, you will play a vital role in providing exceptional patient care and support to our patients and families.
Key Responsibilities- Utilize effective communication skills to elicit information from callers and identify their immediate needs.
- Route calls to appropriate resources according to standard operating procedures and document per protocol.
- Answer incoming and make outbound calls using electronic and paper-based documentation systems.
- 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.
- 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 and process for needed repairs.
- Maintain professionalism and a positive attitude at all times, even in difficult situations.
- 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.
- High school education or GED equivalent.
- 2+ years of customer service experience, preferably in a healthcare call center environment or operator console with experience in data entry and call documentation.
- Proficient in operating a standard desktop and Windows-based computer system, including EMR, Microsoft Office, and intranet.
- 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 in other shifts as needed.
Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. We are committed to 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.
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