Customer Service Representative

4 weeks ago


Ann Arbor, Michigan, United States Trinity Health Full time
Job Summary

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 be responsible for providing exceptional customer service to patients, families, and healthcare professionals.

Key Responsibilities
  • Utilize effective communication strategies to elicit information and resolve customer inquiries in a timely and professional manner.
  • Answer and make calls using electronic and paper-based documentation systems, ensuring accurate and efficient processing of customer requests.
  • Process consult requests for nursing and physician groups, adhering to established turnaround times and protocols.
  • Monitor multiple emergency alarm systems, a dedicated 911 Emergency Line, and Quick Call Weather Alert Radio, responding promptly to emergency situations.
  • Gather and verify demographic information using standard computer software and systems, ensuring accuracy and confidentiality.
  • Document all call information accurately and according to approved operating procedures, utilizing multiple software applications.
  • Employ alternative approaches to communicate with customers when encountering barriers, escalating issues as needed.
  • Assist with assignment and distribution of pagers, processing repairs as necessary.
  • Maintain professionalism and a positive attitude, even in challenging situations, and foster good rapport and cooperative relationships.
  • Approach conflict in a constructive manner, identifying problems, offering solutions, and participating in their resolution.
  • Contribute to ongoing review and improvement of departmental processes, providing input and feedback to management.
  • Meet quality assurance requirements and other key performance metrics, including punctuality and attendance.
  • Engage in personal development opportunities to enhance skills and knowledge.
Requirements
  • 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 shifts and cover absences in other shifts as needed.
  • Ability to work effectively with various levels of organizational members and diverse populations.
  • Able to multi-task, function calmly and efficiently in a fast-paced environment, and exercise judgment when responding to high-stress and emergency situations.
Our Commitment to Diversity and Inclusion

Trinity Health is a not-for-profit, Catholic healthcare system that integrates diversity, equity, and inclusion in all aspects of our work. We strive to create a workplace that values and respects the unique experiences, customs, abilities, and talents of our colleagues and the communities we serve. As an equal opportunity employer, we welcome applications from diverse candidates and are committed to providing an inclusive and equitable work environment.



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