Customer Care Representative Jobs

Full time Night Shift

We have an exciting opportunity for motivated customer service-oriented individuals. If you are focused on providing quality service and have the availability to work from 3:00 PM to 11:30 PM, we'd like to hear from you.

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.

• Proficient in operating a standard desktop and Windows based computer system, including but not limited to, EMR, Microsoft Office, intranet.
• Able to multi-task; Ability to function calmly and efficiently in a fast-paced environment and during emergency situations. Work is frequently performed under pressure.
• Ability to use other call center software as required while performing the essential functions of the job.

• REQUIRED EDUCATION, EXPERIENCE AND CERTIFICATION/LICENSURE

  Education: High school education or GED equivalent.

  Experience: 2+ years of customer service experience, preferably in a healthcare call center environment or operator console with experience in data entry and call documentation.

  REQUIRED SKILLS AND ABILITIES

  • Proficient in operating a standard desktop and Windows based computer system, including but not limited to, EMR, Microsoft Office, intranet.

  • Ability to use other call center software as required while performing the essential functions of the job.

  • Excellent communication skills in both written and verbal forms, including proper phone etiquette. Previous experience in a healthcare setting is preferred.

  • Ability to work a flexible schedule during assigned shift and cover absences in other shifts as needed. Applicants demonstrating dependability and flexibility in scheduling given preferential consideration.

  • Ability to work effectively with various levels of organizational members and diverse populations including staff, leadership, physicians, patients, and family members.

  • Able to multi-task; Ability to function calmly and efficiently in a fast-paced environment and during emergency situations. Work is frequently performed under pressure.

  • Able to exercise judgment when responding to high-stress and emergency situations.

  • Able to speak clearly, with a pleasant voice, using proper English grammar. Ability to sit for long periods of time, and process detailed information for 80% of work time.

• 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.
• 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.
• 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.

• 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.

• Assist with assignment and distribution of pagers as needed; process for needed repairs, when issues are identified.
• Able to exercise judgment when responding to high-stress and emergency situations.
• Ability to work effectively with various levels of organizational members and diverse populations including staff, leadership, physicians, patients, and family members.
• Able to speak clearly, with a pleasant voice, using proper English grammar. Ability to sit for long periods of time, and process detailed information for 80% of work time.
• Answer incoming and make outbound calls using both electronic and paper-based documentation systems.
• Identify and employ alternative approaches to communicate with callers when encountering barriers and escalate as needed.
• 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.
• Maintain professionalism and a positive attitude at all times, even when dealing with difficult situations. Maintain good rapport and cooperative relationships.
• Ability to work a flexible schedule during assigned shift and cover absences in other shifts as needed. Applicants demonstrating dependability and flexibility in scheduling given preferential consideration.
• 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.
• 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.
• Excellent communication skills in both written and verbal forms, including proper phone etiquette. Previous experience in a healthcare setting is preferred.

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.