Customer Care Representative II

Employment Type: Full time Shift: Night Shift Description: This position is 100% on-site ; there is no option to work remotely. Customer Care Representative II   Shift: Nights; 11pm - 7:30am Status Available: Full-time, 40 hours/week, to include weekends and holidays Department: Regional Call Center   Location: Trinity Health Ann Arbor Total Rewards and Benefits: Competitive compensation, DAILYPAY Benefits effective Day One!

No waiting periods. Full benefits package including Medical, Dental, Vision, PTO, Life Insurance, Short and Long-Term Disability Retirement savings plan with employer match and contributions Opportunity for growth and advancement throughout Trinity Health Tuition Reimbursement Position Purpose: Working in a call center environment, Customer Care Representatives (CCRs) take inbound calls as well as initiate outbound calls, offering information and answering questions to   assist   our patients and their families navigate the healthcare experience.

CCRs may also   assist   internal customers. This CCR position is not a standard call center role. This position is expected to  treat interactions   with our consumers, patients, and internal customers as a conversation; the CCR will listen to and assess our callers' unique needs. The CCR, through their skills and knowledge, will voice the solutions needed to help enhance,   expedite , and effectuate an ideal healthcare experience for callers.

CCRs will be expected to   facilitate   directing physician referrals, collecting class registrations, and processing physician consult   request , as well as completing standard hospital switchboard calls. CCRs will also have the knowledge base to prioritize complex and emergent situations. Our focus is providing exceptional customer service with empathy while resolving the customers' questions and requests, ideally on their first call .

Additionally, level 2 CCRs will provide leadership within the call center and coaching to level 1 CCRs . Required Qualifications: Education High school education or GED equivalent. Some colleague education is preferred. Experience 4+ years of customer service experience with 1+ years in a call center environment, operator console, or comparable in a healthcare environment desired. Demonstrates   expertise   in   operating   a standard desktop and Windows based computer system, including but not limited to, EMR, Microsoft Office, Intranet .

Proficient at   utilizing   other call center software as required while performing the essential functions of the job. Display knowledge of healthcare call center processes and procedures. Physical and Mental Requirements and Working Conditions: Demonstrate dependability and flexibility . Ability to   work   a flexible schedule during assigned shift and cover absences in other shifts as needed. Maintains and applies expert knowledge of practices and procedures in call center service areas and   maintains   a broad knowledge of practices and procedures of other departments.

Able to communicate clearly and professionally; display strong organizational and time management skills, have excellent interpersonal, verbal, and written communication skills. Demonstrate the ability to supervise others and cover regional call center manager during times of absence. Be skilled at delivering instructive, supportive,   collaborative   and motivational coaching sessions that foster open communication.

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.

​ What you will do: Utilize verbal communication strategies and apply problem-solving sk