Job Description

Customer Service Rep


The Customer Service Representative (CSR) is responsible for managing all customer contacts including but not limited to telephone services, way finding, mobilizing resources, communicating to the organization safety alerts, facilitating communication between customers, physicians, families, patients and Colleagues and the documentation of services using various software systems and processes.


  • Provides verbal and written clear and concise communication in all encounters. Answers multiple telephone lines to direct incoming callers using SERVICE Standards Guidelines.

  • Expedites patient transfers using the Physician Direct Service.

  • Provides health care directory including telephone numbers, department locations, physician offices and onsite directions.

  • Manages pager process including pager assignment, testing, swapping, documentation and repair tickets.

  • Provides answering service for physicians including after-hour patient calls, physician-to-physician communication by request and call back service.

  • Communicates to the organization all safety alerts using emergency standards.

  • Responsible for the continuous monitoring and documentation of alarms, disaster status, safety drills, codes, emergency telephones, and security radio monitoring.

  • Maintains electronic physician schedules including the on call and doctor's day off.

  • Independently manages and reports on various processes as assigned by manager that supports the development of staff, management of services, investigation of transactions, and management of reporting.

  • Performs other duties consistent with purpose of job as directed.



  • High school diploma or GED.


  • One year previous Call Center or Customer Service experience

Job: Administrative/Clerical

Primary Location: Michigan-Petoskey-McLaren Northern Michigan

Organization NRT10-McLaren Northern MI-Hospital

Employee Status Regular

Shift Variable

Job Type Standard

Schedule Part-time

Req ID: 20010591

Company Info

Company Name
McLaren Health Care
Zip/Post Code