Customer Care Representative
Trinity Health MI, Ann Arbor, MI, United States
Customer Care Representative I
This position is 100% on‑site at the main Ann Arbor campus. No remote option is available. Candidates must be able to commute as scheduled. This is a full‑time, day‑shift role in a patient and internal service call center.
Employment Details
Employment Type: Full time
Shift: Day Shift
Location: Trinity Health Ann Arbor
Minimum rate of pay: $15.82 PLUS DailyPAY
Total Rewards and Benefits
Competitive compensation, DailyPAY
Full benefits package effective Day One (Medical, Dental, Vision, PTO, Life Insurance, Short and Long-Term Disability)
Retirement savings plan with employer match
Opportunities for growth and advancement throughout Trinity Health
Tuition reimbursement
Position Purpose
Working in a call center environment, the representative responds to inbound calls, initiates outbound calls, and provides information to assist patients, families, and internal customers navigating the healthcare experience.
Schedule
Days. Full‑time, 40 hours/week.
Required Qualifications
High school education or GED equivalent.
2+ years of customer service experience, preferably in a healthcare call center or operator console, with data entry and call documentation.
Physical and Mental Requirements
Proficient in operating a standard desktop and Windows‑based system including EMR, Microsoft Office, Intranet.
Ability to use call center software as required.
Excellent written and verbal communication, including proper phone etiquette.
Flexible schedule and ability to cover absences on other shifts.
Work effectively with staff, leadership, physicians, patients, and families.
Multi‑task and maintain composure under fast‑paced, emergency conditions.
Exercise judgment in high‑stress situations.
Speak clearly, use proper English grammar.
Sit for long periods, process detailed information 80% of work time.
Responsibilities
Use verbal communication strategies and problem‑solving skills to elicit caller information, route calls to appropriate resources, and document per protocol.
Answer incoming and make outbound calls using electronic and paper‑based documentation.
Perform overhead paging requests and public‑address announcements per protocol.
Process consult requests for nursing and physician groups per established turnaround times.
Monitor multiple emergency alarm systems, the 911 emergency line, and Quick Call Weather Alert Radio.
Accurately gather and verify demographic information using standard software.
Document all call information accurately per approved procedures using multiple applications.
Identify alternative communication approaches for barrier cases and escalated as needed.
Assist with pager assignment, distribution, and repair processes.
Maintain professionalism and positive attitude at all times, even when dealing with difficult situations.
Our Commitment
Rooted in our Mission and Core Values, we honor the dignity of every person, recognize unique perspectives and talents each colleague brings, and grow stronger together. We are 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, veteran status, or any other status protected by federal, state or local law.
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This position is 100% on‑site at the main Ann Arbor campus. No remote option is available. Candidates must be able to commute as scheduled. This is a full‑time, day‑shift role in a patient and internal service call center.
Employment Details
Employment Type: Full time
Shift: Day Shift
Location: Trinity Health Ann Arbor
Minimum rate of pay: $15.82 PLUS DailyPAY
Total Rewards and Benefits
Competitive compensation, DailyPAY
Full benefits package effective Day One (Medical, Dental, Vision, PTO, Life Insurance, Short and Long-Term Disability)
Retirement savings plan with employer match
Opportunities for growth and advancement throughout Trinity Health
Tuition reimbursement
Position Purpose
Working in a call center environment, the representative responds to inbound calls, initiates outbound calls, and provides information to assist patients, families, and internal customers navigating the healthcare experience.
Schedule
Days. Full‑time, 40 hours/week.
Required Qualifications
High school education or GED equivalent.
2+ years of customer service experience, preferably in a healthcare call center or operator console, with data entry and call documentation.
Physical and Mental Requirements
Proficient in operating a standard desktop and Windows‑based system including EMR, Microsoft Office, Intranet.
Ability to use call center software as required.
Excellent written and verbal communication, including proper phone etiquette.
Flexible schedule and ability to cover absences on other shifts.
Work effectively with staff, leadership, physicians, patients, and families.
Multi‑task and maintain composure under fast‑paced, emergency conditions.
Exercise judgment in high‑stress situations.
Speak clearly, use proper English grammar.
Sit for long periods, process detailed information 80% of work time.
Responsibilities
Use verbal communication strategies and problem‑solving skills to elicit caller information, route calls to appropriate resources, and document per protocol.
Answer incoming and make outbound calls using electronic and paper‑based documentation.
Perform overhead paging requests and public‑address announcements per protocol.
Process consult requests for nursing and physician groups per established turnaround times.
Monitor multiple emergency alarm systems, the 911 emergency line, and Quick Call Weather Alert Radio.
Accurately gather and verify demographic information using standard software.
Document all call information accurately per approved procedures using multiple applications.
Identify alternative communication approaches for barrier cases and escalated as needed.
Assist with pager assignment, distribution, and repair processes.
Maintain professionalism and positive attitude at all times, even when dealing with difficult situations.
Our Commitment
Rooted in our Mission and Core Values, we honor the dignity of every person, recognize unique perspectives and talents each colleague brings, and grow stronger together. We are 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, veteran status, or any other status protected by federal, state or local law.
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