Mercy Medical Center Clinton Customer Care Rep I - Part Time, 24 hours/week, Midnight Weekend in Saint Joseph Mercy Health System Hospital Campus - Ann Arbor, Michigan
Part Time, benefited opportunity with SJMHS as a Customer Care Representative. Flexible schedule on varying shifts, 24 hours per week.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.
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.
Trinity Health's Commitment to Diversity and Inclusion
Trinity Health employs about 133,000 colleagues at dozens of hospitals and hundreds of health centers in 22 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.
Trinity Health's dedication to diversity includes a unified workforce (through training and education, recruitment, retention and development), commitment and accountability, communication, community partnerships, and supplier diversity.
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 94 hospitals, as well as 109 continuing care locations that include PACE programs, senior living facilities, and home care and hospice services. Its continuing care programs provide nearly 2.5 million visits annually.
Based in Livonia, Mich., and with annual operating revenues of $17.6 billion and assets of $24.7 billion, the organization returns $1.1 billion to its communities annually in the form of charity care and other community benefit programs. Trinity Health employs about 133,000 colleagues, including 7,800 employed physicians and clinicians.
Committed to those who are poor and underserved in its communities, Trinity Health is known for its focus on the country's aging population. As a single, unified ministry, the organization is the innovator of Senior Emergency Departments, the largest not-for-profit provider of home health care services — ranked by number of visits — in the nation, as well as the nation’s leading provider of PACE (Program of All Inclusive Care for the Elderly) based on the number of available programs. For more information, visit www.trinity-health.org at http://www.trinity-health.org/ . You can also follow @TrinityHealthMI on Twitter.