Customer Care Representative II

Trinity Health•Ann Arbor, MI

2d•Onsite

About The Position

The Customer Care Representative II works in a healthcare call center, handling inbound and outbound calls to help patients, families, and internal customers navigate the healthcare experience. The role treats caller interactions as conversations, assessing individual needs and providing empathetic service to resolve questions and requests, ideally on the first call. Responsibilities include directing physician referrals, collecting class registrations, processing physician consult requests, and completing hospital switchboard calls. The representative must also recognize and prioritize complex and emergent situations. Level II representatives provide leadership and coaching to Level I colleagues. They support call-center operations, monitor real-time performance and staffing, contribute to process improvements and change implementation, and provide on-call coverage for the manager during absences. This is a 100% on-site position at Trinity Health Ann Arbor. It is full-time, 40 hours per week, on the day shift, and includes weekends and holidays.

Requirements

High school education or GED equivalent.
At least 4 years of customer service experience.
Demonstrated expertise using a standard desktop and Windows-based computer system, including EMR, Microsoft Office, and intranet systems.
Proficiency using call-center software required for the job.
Knowledge of healthcare call-center processes and procedures.
Dependability and flexibility, including ability to work a flexible schedule during the assigned shift and cover absences on other shifts as needed.
Ability to maintain expert knowledge of practices and procedures in call-center service areas and broad knowledge of practices and procedures in other departments.
Clear, professional communication; strong organizational and time-management skills; and excellent interpersonal, verbal, and written communication skills.
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 emergency situations; work is frequently performed under pressure.
Ability to exercise 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, operating a console, or comparable experience is desirable.

Responsibilities

Use verbal communication and problem-solving skills 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 consult requests for nursing and physician groups 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 based on audit findings.
Assist management in identifying solutions and participate in implementing changes within the Regional Call Center.
Use alternative approaches to communicate with callers when barriers arise and escalate as needed.
Order and program pagers and arrange repairs when issues are identified.
Coach and train Level I Customer Care Representative team members in their daily functions.
Assist with the design, training, and implementation of marketing campaigns to meet stakeholder requirements.
Monitor real-time operations and use software applications to summarize performance and ensure metrics, including quality, are met.
Use appropriate tools to ensure staffing meets call-volume demand.
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.