Overview

Multiple Full-time, benefited opportunities are available for a Customer Care Representative. Opportunities may exist on Day, Afternoon, or Midnight shifts which includes some weekend & holiday rotation for 40 hours per week. Regardless of the shift hired for, training will be conducted on the Day shift for approximately 1 month ONLY.

Healthcare is an industry that relies on seamless access. A customer care representative (CCR) may be the first line of communication for St. Joseph Mercy Health System’s consumers and patients. Working in a call center environment, 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.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.

About Trinity Health

Trinity Health is one of the largest multi-institutional Catholic health care delivery systems in the nation, serving diverse communities that include more than 30 million people across 22 states. Trinity Health includes 92 hospitals, as well as 100 continuing care locations that include PACE programs, senior living facilities, and home care and hospice services. Its continuing care programs provide nearly 2 million visits annually.