{"id":3183705,"url":"https://alion.io/job/trinity-health-customer-care-representative-ii-2","title":"Customer Care Representative II","company":{"id":13921,"name":"Trinity Health","domain":"trinity-health.org","url":"https://alion.io/company/trinity-health","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":172,"ghost_share":0.006,"stale_share":0,"repost_share":0.023,"time_to_fill_p50_days":7,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Ann Arbor, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":58000,"max_usd":111000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":248},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-10-23T22:29:02Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-11-02T22:43:35Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"Employment Type:\nFull timeShift:\nDay ShiftDescription:\nThis position is 100% on-site; there is no option to work remotely.\nCustomer Care Representative II\nDepartment: Regional Call Center\nLocation: Trinity Health Ann Arbor\nTotal Rewards and Benefits:\nCompetitive compensation, DAILYPAY\nBenefits effective Day One! No waiting periods.\nFull benefits package including Medical, Dental, Vision, PTO, Life Insurance, Short and Long-Term Disability\nRetirement savings plan with employer match and contributions\nOpportunity for growth and advancement throughout Trinity Health\nTuition Reimbursement\nPosition Purpose:\nWorking 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.\nShifts Available: Days\nStatus Available: Full-time, 40 hours/week, to include weekends and holidays\nRequired Qualifications:\nEducation\nHigh school education or GED equivalent. Some colleague education is preferred.\nExperience\n4+ years of customer service experience, with 1+ years of experience in a healthcare call center environment or operator console or comparable is desirable. \nDemonstrates expertise in operating a standard desktop and Windows based computer system, including but not limited to, EMR, Microsoft Office, Intranet. \nProficient at utilizing other call center software as required while performing the essential functions of the job. \nDisplay knowledge of healthcare call center processes and procedures. \nPhysical and Mental Requirements and Working Conditions:\nDemonstrate dependability and flexibility. Ability to work a flexible schedule during assigned shift and cover absences in other shifts as needed. \nMaintains 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. \nAble to communicate clearly and professionally; display strong organizational and time management skills, have excellent interpersonal, verbal, and written communication skills. \nDemonstrate the ability to supervise others and cover regional call center manager during times of absence.\nBe skilled at delivering instructive, supportive, collaborative and motivational coaching sessions that foster open communication.\nAble to multi-task; Ability to function calmly and efficiently in a fast-paced environment and during emergency situations. Work is frequently performed under pressure.\nAble to exercise judgment when responding to high-stress and emergency situations.\nAble to speak clearly, with a pleasant voice, using proper English grammar. \nAbility to sit for long periods of time, and process detailed information for 80% of work time. \n\nWhat you will do:\nUtilize 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. \nAnswer incoming and make outbound calls using both electronic and paper-based documentation systems. \nPerform overhead paging requests and public address announcements per protocol. \nProcess consult request for nursing and physician groups, adhering to established turnaround times. \nMonitor multiple emergency alarm systems, a dedicated 911 Emergency Line and Quick Call Weather Alert Radio. \nAccurately gather and verify demographic information using standard computer software and systems. \nDocument all call information according to approved operating procedures using multiple software applications. \nPerform necessary research and work cross functionally to identify and suggest process improvements for problem resolution as observed via audit process. Assist management in identifying solutions and participate in implementing change, within the RCC. \nIdentify and employ alternative approaches to communicate with callers when encountering barriers and escalate as needed. \nOrders and programs pagers as needed; process for needed repairs, when issues are identified. \nProvide effective coaching and training for CCR Level 1 team members in their daily functions. \nAssist with design, training and implementation of new marketing campaigns to meet stakeholder requirements. \nMonitors all real-time operations to ensure metrics, including quality, are being met by utilizing multiple software applications to summarize performance. Utilizes appropriate tools to ensure staffing meets demand of call volume. Maintains multiple databases. \nProvide on-call coverage in Manager's absence. \nHandle more complex customer situations involving multi-site problem resolution and escalations. \nOur Commitment\nRooted 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. We are an Equal Opportunity Employer. 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.","description_format":"text","description_chars":6412,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Flexible schedule","Life insurance","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Hospitals & Health Systems"],"lifecycle":[{"event":"open","at":"2026-10-23T22:29:02Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":152500,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":42,"band":"fade","label":"Fading","p_open":1,"p_active":0.758,"p_room":0.55,"age_days":9,"expected_fill_days":7,"reasons":["conf:4","velocity","win:tail","comp:brand"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/trinity-health-customer-care-representative-ii-2","json_url":"https://alion.io/job/trinity-health-customer-care-representative-ii-2.json","meta":{"generated_at":"2026-11-02T23:58:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":33608,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":13921},"rest":"https://alion.io/mcp/rest/get_company?id=13921"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftrinity-health-customer-care-representative-ii-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftrinity-health-customer-care-representative-ii-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftrinity-health-customer-care-representative-ii-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/trinity-health-customer-care-representative-ii-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftrinity-health-customer-care-representative-ii-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3183705}},{"tool":"search_jobs","arguments":{"company":"trinity-health.org","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3183705},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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