Administrative Assistant (Customer Service Representative)

Trinity Health•Newark, DE

21h•Hybrid

About The Position

Trinity Health At Home has a need for a Customer Service Representative. This position is a hybrid position. This is telephone customer service position providing excellent customer service to all callers, which includes answering calls in a courteous manner, identifying callers' needs, and transferring callers to the appropriate parties and logging the calls into the telephone log. Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions. Uses the telephone etiquette script to answer each call. Answers the phone in a professional manner using a compassionate tone by the third ring. Triages phone calls appropriately and in a timely manner. Identifies the caller's needs and meets or exceeds caller's expectations. Transfers calls to the appropriate parties to further meet callers' needs which includes announcing all calls prior to transferring. Determines availability of the receiving party (the party to whom the call is being transferred). Identifies the appropriate course of action if the receiving party is unavailable to answer the call (e.g. offer caller to be transferred to voice mail service or take verbal message). Identifies and reports all issues or problems with the telephone system to manager or others as directed. Other duties as needed and assigned by management.

Requirements

High School diploma or equivalent
Excellent communication and customer service skills.
Displays optimal critical thinking skills.
Experience multi-tasking on multiple computer systems.
Ability to consistently demonstrate a commitment to the mission and Organizational Code of Ethics, and adhere to the Compliance Program.

Nice To Haves

Health care or Home Care experience preferred
Knowledge of Medicare rules and regulations preferred
Working knowledge of managed care environment preferred

Responsibilities

Uses the telephone etiquette script to answer each call.
Answers the phone in a professional manner using a compassionate tone by the third ring.
Triages phone calls appropriately and in a timely manner.
Identifies the caller's needs and meets or exceeds caller's expectations.
Transfers calls to the appropriate parties to further meet callers' needs which includes announcing all calls prior to transferring.
Determines availability of the receiving party (the party to whom the call is being transferred).
Identifies the appropriate course of action if the receiving party is unavailable to answer the call (e.g. offer caller to be transferred to voice mail service or take verbal message).
Identifies and reports all issues or problems with the telephone system to manager or others as directed.
Other duties as needed and assigned by management.