Customer Care Representative II

Trinity Health•Ann Arbor, MI

3d•Onsite

About The Position

The Customer Care Representative II works in the Regional Call Center at Trinity Health Ann Arbor. This is a 100% on-site position with no remote-work option. Representatives handle inbound and outbound calls from patients, families, and internal customers, listening to individual needs and helping callers navigate the healthcare experience with empathy and effective problem resolution, ideally on the first call. The role includes directing physician referrals, collecting class registrations, processing physician consultation requests, and handling standard hospital switchboard calls. Representatives must also recognize and prioritize complex and emergent situations. Level II representatives provide leadership, coaching, and training to Level I colleagues and may provide on-call coverage for the manager. The position is full-time, 40 hours per week, on day shifts, and includes weekends and holidays. The work is performed in a fast-paced call center environment and may involve pressure and emergency situations. The role requires extended sitting and processing detailed information for 80% of work time.

Requirements

High school education or GED equivalent.
At least 4 years of customer service experience.
Expertise using a standard desktop and Windows-based computer system, including EMR, Microsoft Office, and intranet systems.
Proficiency using other call center software required to perform the job.
Knowledge of healthcare call center processes and procedures.
Dependability and flexibility, including the ability to work a flexible schedule during the assigned shift and cover absences on other shifts as needed.
Ability to maintain expert knowledge of call center service-area practices and procedures and broad knowledge of other departments’ practices and procedures.
Clear, professional communication; strong organizational and time-management skills; and excellent interpersonal, verbal, and written communication skills.
Ability to supervise others and cover for the Regional Call Center Manager during absences.
Ability to deliver instructive, supportive, collaborative, and motivational coaching that fosters open communication.
Ability to multitask and function calmly and efficiently in a fast-paced environment and during emergencies, including work under pressure.
Judgment when responding to high-stress and emergency situations.
Ability to speak clearly with a pleasant voice and use proper English grammar.
Ability to sit for long periods and process detailed information for 80% of work time.

Nice To Haves

Some college education is preferred.
At least 1 year of experience in a healthcare call center environment, on an operator console, or comparable is desirable.

Responsibilities

Use verbal communication and problem-solving strategies to identify callers’ immediate needs, including potential crisis calls; route calls according to standard operating procedures and document them per protocol.
Answer incoming calls and make outbound calls using electronic and paper-based documentation systems.
Perform overhead paging requests and public address announcements according to protocol.
Process nursing and physician group consultation requests within established turnaround times.
Monitor emergency alarm systems, a dedicated 911 Emergency Line, and a Quick Call Weather Alert Radio.
Gather and verify demographic information using standard computer software and systems.
Document call information according to approved procedures using multiple software applications.
Research issues and work cross-functionally to identify and suggest process improvements; assist management with solutions and participate in implementing changes within the Regional Call Center.
Identify alternative communication approaches when callers encounter barriers and escalate as needed.
Order and program pagers and arrange needed repairs when issues are identified.
Coach and train Customer Care Representative Level I team members in their daily functions.
Assist with designing, training, and implementing marketing campaigns to meet stakeholder requirements.
Monitor real-time operations and performance metrics, use software to summarize performance, support staffing appropriate to call volume, and maintain multiple databases.
Provide on-call coverage in the manager’s absence.
Handle complex customer situations involving multi-site problem resolution and escalations.
Demonstrate the ability to supervise others and cover for the Regional Call Center Manager during absences.