Customer Care Rep

1 week ago—be among the first 25 applicants.

Full‑time position located at the Ann Arbor, MI Regional Call Center. This role is 100% on‑site with no remote options. Applicants must be able to commute to the Main Campus for each scheduled shift.

• Full time
• Evening Shift

• Details:
  This position is 100% on‑site; no remote option. Must commute to Main Campus.

• Utilize verbal communication strategies and apply problem‑solving skills to effectively elicit information and identify immediate needs of callers, including potential crisis calls; route calls to appropriate resources 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 requests 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 escalates as needed.
• Assist with assignment and distribution of pagers as needed; process 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 constructively. Help 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.
• Maintain 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 to ensure adherence in a manner reflecting honest, ethical and professional behavior.

• 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.
• Working Conditions:
  
  This position is 100% onsite and based out of our Regional Call Center in Ann Arbor, Michigan. Relocation assistance is not available.

• 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 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 are 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; able 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.

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person‑centered care.

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.