Employment Type:

Full time

Shift:

Description:

Healthcare is an industry that relies on seamless access. A Call Center Operator may be the first line of communication for St. Joseph Mercy Health System’s consumers and patients. Working in a call center environment, Call Center Operators 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. Call Center Operators may also assist internal customers. 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. The Call Center Operator will be expected to facilitate completing standard hospital switchboard calls and processing of in-patient consults, as well as provide back up for the marketing line. Call Center Operators 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.

This position works on-site for each scheduled workday. This is not a remote position. No aspect of this job can be performed off-site.

ESSENTIAL FUNCTIONS:

Answers and processes telephone calls using both electronic and paper-based documentation.

Performs paging requests and public address announcements.

Processes physician consult and referral calls for nursing and physician groups.

Provides backup monitoring for multiple emergency alarm systems, a dedicated 911 Emergency Line, Quick Call Weather Alert Radio, and communication with the Security Department.

Maintains good rapport and cooperative relationships.

Helps to identify problems, offer solutions, and participate in their resolution.

Maintains the confidentiality of information acquired pertaining to patient, physicians, employees, and visitors to Trinity Health System.

Discusses patient and hospital information only among appropriate personnel in appropriately private places.

Behaves in accordance with our Values of Justice, Mercy, Human Dignity and Preferential Option for the Poor.

Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.

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.

Provides on-going feedback on issues and barriers to contribute to resolutions

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.

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