Job Information
Trinity Health Customer Care Representative I in Ann Arbor, Michigan
Employment Type:
Full time
Shift:
Description:
We have an exciting opportunity for motivated customer service-oriented individuals.
St. Joseph Mercy Health/Trinity Health is a progressive employer offering healthcare benefits on Day 1 to all eligible new hires. With multiple locations throughout Michigan, there are numerous opportunities for career advancement.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Utilize verbal communication strategies and apply problem-solving skills to effectively elicit information in order to identify immediate needs of callers, including potential crisis calls; route calls to appropriate resource according to standard operating procedures and document per protocol.
Answer incoming and make outbound calls using both electronic and paper-based documentation systems.
Perform overhead paging requests and public address announcements per protocol.
Process consult request 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.
Accurately 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; process for needed repairs, when issues are identified.
Maintain professionalism and a positive attitude at all times, even when dealing with difficult situations. Maintain good rapport and cooperative relationships.
Approach conflict in a constructive manner. Help to identify problems, offer solutions, and participate in their resolution. Bring any complaints, concerns, or other issues to the Manager.
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.
Engage in personal development opportunities.
Maintains a working knowledge of applicable Federal, State and local laws and regulations, Trinity Health Standards of Conduct and Organizational Integrity Program and related policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.
Our Commitment to Diversity and Inclusion
Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate 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. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.
Our Commitment to Diversity and Inclusion
Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.
EOE including disability/veteran